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Which is the addition, modification or removal of anything that could have an effect on services?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
What should be done to determine the appropriate metrics for measuring a new service?
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.
When should a full risk assessment and authorization be carried out for a standard change?
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Which guiding principle recommends coordinating all dimensions of service management?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
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 practice conducts reviews to validate that services are covering the needs of the customer?
What should remain constant within an organization, even when the organization's objectives change?
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?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which is described by the 'organizations and people' dimension of service management?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
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 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.
Which practice guarantees that users nave a range of access channels to choose from to report problems?
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
What ensures that a service provider and a service consumer continually co-create value?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
Which activity is NOT recommended by the start where you are' guiding principle?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
For which purpose would the continual improvement practice use a SWOT analysis?
Which practice ensures that a variety of access channels are available for users to report issues?
Which of the following statements is included in the 'improve' value chain activity's purpose'?
Which is described by the ‘organizations and people’ dimension of service management?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which of the following guiding principles proposes the elimination of unnecessary work?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which is a financially valuable component that can contribute to the delivery of a service?
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
What type of change is often used for resolving incidents or implementing security patches?
Identify the missing word in the following sentence.
A user is [?] that uses services.
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which guiding principle recommends collecting data before deciding what can be re-used?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which value chain activity is concerned with the availability of service components?
Which processes are responsible for the regular review of underpinning contracts?
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
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
How does categorization of incidents assist the 'incident management' practice?
How should an organization include third-party suppliers in the continual improvement of services?
Which value chain activity ensures that service components meet agreed specifications?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
What should be done first when applying the 'focus on value' guiding principle?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which practice establishes a channel between the service provider and its users?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
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
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which dimension of service management considers governance, management, and communication?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Which is a risk that might be removed from a service consumer by an IT service?
What describes how components and activities work together to facilitate value creation?
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
Which Guiding principle says that it is not usually necessary to build something new?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
What is defined as a change of state that has significance for the management of an IT service?
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 dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
TESTED 21 Jan 2025