NEW QUESTION 1
What are ’engage’, ‘plan’ and ‘improve’ examples of?

• A. Service value chain activities
• B. Service level management
• C. Service value chain inputs
• D. Change control

Answer: A

NEW QUESTION 2
What is the expected outcome from using a service value chain?

• A. Service value streams
• B. Value realization
• C. Customer engagement
• D. The application of practices

Answer: B

NEW QUESTION 3
What is the starting point for optimization?

• A. Standardizing practices and services
• B. Determining where the most positive impact would be
• C. Securing stakeholder engagement
• D. Understanding the vision and objectives of the organization

Answer: D

NEW QUESTION 4
What is a definition of a service improvement plan (SIP)?

• A. A formal plan to implement improvements to a customer’s business processes
• B. An input from availability management to service level management, detailing the service design plan
• C. A formal plan to implement improvements to a service or process
• D. An input from financial management for IT services to service level management, detailing the budget plan

Answer: C

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 5
Which practice may involve the initiation of disaster recovery?

• A. Incident management
• B. Service request management
• C. Service level management
• D. IT asset management

Answer: A

NEW QUESTION 6
Which is an objective of the design coordination process?

• A. To produce service design packages and ensure they are handed over to service transition
• B. To assess and evaluate all changes and their impact on service designs
• C. To document the initial structure and relationship between services and customers
• D. To gather and document new service level requirements from the customer

Answer: A

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 7
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 [?].

• A. assets
• B. values
• C. elements
• D. services

Answer: D

NEW QUESTION 8
Which statement about costs is CORRECT?

• A. Costs removed from the consumer are part of service consumption
• B. Costs imposed on the consumer are costs of service utility
• C. Costs removed from the consumer are part of the value proposition
• D. Costs imposed on the consumer are costs of service warranty

Answer: C

NEW QUESTION 9
What MAIN factors are considered to assess the priority of an incident?

• A. The urgency and impact
• B. The impact and complexity
• C. The cost and urgency
• D. The complexity and cost

Answer: A

NEW QUESTION 10
Which guiding principle recommends coordinating all dimensions of service management?

• A. Start where you are
• B. Think and work holistically
• C. Keep it simple and practical
• D. Progress iteratively with feedback

Answer: B

NEW QUESTION 11
Which of the following is an example of incident?

• A. A backup server is being rebooted while services are running on the primary server
• B. An application is not available during the business hours
• C. A user has requested access to a shared repository
• D. A user wants to reset the password of a server

Answer: B

NEW QUESTION 12
Which dimension considers how knowledge assets should be protected?

• A. Organizations and people
• B. Partners and suppliers
• C. Information and technology
• D. Value streams and processes

Answer: C

NEW QUESTION 13
Service transition contains detailed descriptions of which processes?

• A. Change management, service asset and configuration management, release and deployment management
• B. Change management, capacity management, event management, service request management
• C. Service level management, service portfolio management, service asset and configuration management
• D. Service asset and configuration management, release and deployment management, request fulfillment

Answer: A

NEW QUESTION 14
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

• A. Progress iteratively with feedback
• B. Think and work holistically
• C. Keep it simple and practical
• D. Focus on value

Answer: C

NEW QUESTION 15
Which statement about change management is CORRECT?

• A. It optimizes overall business risk
• B. It optimizes financial exposure
• C. It ensures that all changes are authorized by the change advisory board (CAB)
• D. It ensures that service requests follow the normal change management process

Answer: C

NEW QUESTION 16
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

Answer: C

NEW QUESTION 17
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.

• A. plans
• B. measurement
• C. process
• D. tools

Answer: B

NEW QUESTION 18
Which practice owns and manages issues, queries and requests from users?

• A. Service desk
• B. Problem management
• C. Incident management
• D. Change control

Answer: A

NEW QUESTION 19
What is typically needed to assign complex incidents to support groups?

• A. The incident priority
• B. The incident category
• C. A change schedule
• D. A self-help tool

Answer: B

NEW QUESTION 20
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

• A. Categorization
• B. Detection
• C. Prioritization
• D. Escalation

Answer: A

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 21
Which describes a set of defined steps for implementing improvements?

• A. The ‘improve’ value chain activity
• B. The ‘continual improvement register’
• C. The ‘continual improvement model’
• D. The ‘engage’ value chain activity

Answer: C

NEW QUESTION 22
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