Quiz_4_Test_Exam

81. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

• A. Service management

• B. Continual improvement

• C. A service

• D. An IT asset

82. Which skill is an essential part of the 'service level management' practice?

• A. Technical knowledge

• B. Listening

• C. Diagnosis

• D. Problem analysis

83. How should the seven guiding principles be combined when an organization is making a decision?

• A. By using all the guiding principles equally when making any decision

• B. By using the one or two guiding principles that are most relevant to the specific decision

• C. By using the 'focus on value' principle and one or two others that are relevant to the specific decision

• D. Review each guiding principle to decide how relevant it is to the specific decision

84. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

• A. Start where you are

• B. Collaborate and promote visibility

• C. Keep it simple and practical

• D. Optimize and automate

85. Which practice makes new services available for use?

• A. Change control

• B. Release management

• C. Deployment management

• D. IT asset management

86. Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

• A. Executing improvement actions

• B. Performing baseline assessments

• C. Defining the improvement plan

• D. Understanding the business mission

87. What is the purpose of the 'relationship management' practice?

• A. To establish and nurture the links between the organization and its stakeholders

• B. To align the organization's practices and services with changing business needs

• C. To set clear business-based targets for service performance

• D. To support the agreed quality of a service handling all agreed, user-initiated service requests

88. Which guiding principle considers the importance of customer loyalty?

• A. Progress iteratively with feedback

• B. Focus on value

• C. Optimize and automate

• D. Start where you are

89. Which is a recommendation of the guiding principle 'think and work holistically'?

• A. Conduct a review of existing service management practices and decide what to keep and what to discard

• B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

• C. Review service management practices and remove any unnecessary complexity

• D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

90. What helps diagnose and resolve a simple incident?

• A. Rapid escalation

• B. Formation of a temporary team

• C. The use of scripts

• D. Problem prioritization