Set 3

When working on an improvement iteration, which concept helps to ensure that

the iteration activities remain appropriate in changing circumstances?

• A. Minimum viable product

• B. Feedback loop

• C. Analysis paralysis

• D. Direct observation

Which practice has a purpose that includes the management of financially

valuable components that can contribute to the delivery of an IT service?

• A. Deployment management

• B. Service configuration management

• C. Change enablement

• D. IT asset management

What is MOST LIKELY to be handled as a service request?

• A. Managing an interruption to a service

• B. An emergency change to apply a security patch

• C. The implementation of a workaround

• D. Providing a virtual server for a development team

Which practice ensures that service actions, that are a normal part of service

delivery, are effectively handled?

• A. Incident management

• B. Service level management

• c. Problem management

• D. Service request management

A service will be unavailable for the next two hours for unplanned

maintenance.

Which practice is MOST LIKELY to be involved in managing this?

• A. Incident management

• B. Problem management

• C. Change enablement

• D. Service request managementwash

Which practice MOST requires staff who demonstrate skills such as empathy and

emotional intelligence?

• A. Service desk

• B. Continual improvement

• C. Problem management

• D. Service request management

What is the definition of 'service management'?

• A. A set of specialized organizational capabilities for enabling value for customers in

  the form of services

• B. A result for a stakeholder enabled by one or more outputs

• C. A formal description of one or more services, designed to address the needs of a

  target consumer group

• D. Joint activities performed by a service provider and a service consumer to ensure

  continual value co-creation

Which is a description of service provision?

• A. A formal description of one or more services, designed to address the needs of a

  service consumer

• B. Cooperation between two organizations to ensure that a service delivers value

• C. Activities that an organization performs to deliver services

• D. A way to help create value by facilitating outcomes that service consumers need

How is a 'continual improvement register' used?

A. To authorize changes to implement improvement initiatives

B. To organize past, present, and future improvement ideas

C. To provide a structured approach to implementing improvements

D. To record requests for provision of a resource or service

• A. To authorize changes to implement improvement initiatives

• B. To organize past, present, and future improvement ideas

• C. To provide a structured approach to implementing improvements

• D. To record requests for provision of a resource or service

Which is an input to the service value system?

A. The system of directing and controlling an organization

B. Recommendations to help an organization in all aspects of its work

C. A model to help meet stakeholders' expectations

D. A need from consumers for new or changed services

• A. The system of directing and controlling an organization

  B. Recommendations to help an organization in all aspects of its work

  C. A model to help meet stakeholders' expectations

  D. A need from consumers for new or changed services

• B. Recommendations to help an organization in all aspects of its work

• C. A model to help meet stakeholders' expectations

• D. A need from consumers for new or changed services