Final_1

1. Which dimension includes a workflow management system?

• Organizations and people

• Partners and suppliers

• Information and technology

• Value streams and processes

2. What is defined as a change of state that has significate for the management of an IT service?

• Known error

• Incident

• Problem

• Event

3. Which is provided by the 'engage'value chain activity?

• Ensuring that stakeholder needs are understood by the organization

• Ensuring that services are operated to meet agreed specifications

• Ensuring that service components are available when needed

• Ensuring that stakeholder expectations for quality are met

4. Which service level metrics are BEST for measuring user experience?

• Operational metrics

• Single system-based metrics

• Metrics linked to defined outcomes

• Metrics for the percentage of uptime of a service

5. Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

• Service transition

• Service operation

• Continual service improvement

• Service strategy

6. When should a full risk assessment and authorization be carried out for a standard change?

• When the procedure for the standard change is created

• Each time the standard change is implemented

• At least once a year

• When an emergency change is requested

7. When is the earliest that a workaround can be documented in 'problem management?

• After the problem has been resolved

• After the problem has been logged

• After the problem has been prioritized

• After the problem has been analyzed

8. Which is a service request?

• Requesting information about how to create a document

• Requesting an enhancement to an application

• Requesting investigation of a degraded service

• Requesting a workaround for an issue

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

• Service offering

• Service management

• Service provision

• Service consumption

10. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes