FInal_Exam_1

61. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• A. Each iteration should be designed before starting the initiative and implemented without feedback

• B. Feedback should only be taken into account when one iteration fails to meet its objective

• C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change

• D. Each iteration should be continually re-evaluated based on feedback

62. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

• A. Service level management

• B. Service configuration management

• C. Relationship management

• D. Continual improvement

63. How are target resolution times used in the 'incident management' practice?

• A. They are agreed, documented, and communicated to help set user expectations

• B. They are established, reviewed, and reported to ensure that customers are happy with the service

• C. They are initiated, approved, and managed to ensure that predictable responses are achieved

• D. They are scheduled, assessed and authorized to reduce the risk of service failures

64. Which practice involves the management of vulnerabilities that have been analysed but not resolved?

• A. Change control

• B. Service request management

• C. Problem management

• D. Service level management

65. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

• A. Service offering

• B. Service provision

• C. Service management

• D. Service consumption

66. Which gives a user access to a system?

• A. Service requirement

• B. Service agreement

• C. Service consumption

• D. Service provision

67. Which statement about managing incidents is CORRECT?

• A. Low impact incidents should be resolved efficiently, making logging unnecessary

• B. The 'incident management' practice should use a single process regardless of the impact of the incident

• C. Low impact incidents should be resolved efficiently so the resource required is reduced

• D. Incidents with the lowest impact should be resolved first

68. Which statement about the service value chain is CORRECT?

• A. The service value chain converts value into demand

• B. Each value chain activity uses different combinations of practices to convert inputs into outputs

• C. Each value chain activity identifies a requirement for resources from an external supplier

• D. The service value chain uses value streams to describe a combination of consumers and providers

69. Which is the BEST description of the value of a service to a customer?

• A. The amount of money the customer pays for using the service

• B. The financial return the customer gets from using the service

• C. The outcomes the customer receives by using the service

• D. The customer's perception of the benefits of using the service

70. Which describes normal changes?

• A. Changes that are low-risk and pre-authorized

• B. Changes that need to be scheduled and assessed following a process

• C. Changes that are typically initiated as service requests

• D. Changes that must be implemented as soon as possible