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Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which statement about the input and output of the value chain activities is CORRECT?
A service offering may include, access to resources, and service actions, which is an example of a service action?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Which of the following is the MOST important for effective incident management?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
What describes how components and activities work together to facilitate value creation?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
What does the 'service request management' practice depend on for maximum efficiency?
Which practice needs people who understand complex systems and have creative and analytical skills?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
What type of change is MOST likely to be managed by the 'service request management' practice?
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
What is the difference between the 'incident management' and 'service desk' practices?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Which value chain activity is concerned with the availability of service components?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
What is defined as an unplanned interruption or reduction in the quality of a service?
Which value chain activity communicates the current status of all four dimensions of service management?
Which service management dimension is focused on activities and how these are coordinated?
TESTED 28 Apr 2024