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Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which guiding principle considers the importance of customer loyalty?
Which statement about change management is CORRECT?
Which dimension of service management considers governance, management, and communication?
What is required by all service desk staff?
What should be done first when applying the 'focus on value' guiding principle?
Which is handled as a service request?
Which practice establishes a channel between the service provider and its users?
Which gives a user access to a system?
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which is a key requirement for a successful service level agreement (SLA)?
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
What are guiding principles?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
Which term describes the functionality offered by a service?
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Which value chain activity ensures the availability of service components?
Which is included in the purpose of the 'improve' value chain activity?
What is included in the purpose of the 'release management' practice?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which service value chain activity deals with the purchase of new products?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
What is used as a tool to help define and measure performance?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
What type of change is often used for resolving incidents or implementing security patches?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which is described by the ‘organizations and people’ dimension of service management?
How is a continual improvement register used?
Which is the FIRST action when optimizing a service?
Which statement about emergency changes is CORRECT?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which is an example of a service request?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
What are the MOST important skills required by service desk staff?
Which of these should be logged and managed as a problem?
Which of the following can be used to access service desks?
Which is NOT a key focus of the 'information and technology' dimension?
Which guiding principle recommends coordinating all dimensions of service management?
Which guiding principle helps to ensure that better information is available for decision making?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
What is the expected outcome from using a service value chain?
Which statement about a ‘continual improvement register’ is CORRECT?
Which describes a standard change?
What is the purpose of the ‘deployment management’ practice?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which statement about outcomes is CORRECT?
What helps diagnose and resolve a simple incident?
What are ’engage’, ‘plan’ and ‘improve’ examples of?
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?
What is the purpose of the 'relationship management' practice?
What is a recommendation of the ‘focus on value’ guiding principle?
What are the types of asset management?
Which describes the 'plan' value chain activity?
Which statement about value creating activities is CORRECT?
What is a cause, or potential cause, of one or more incidents?
Which statement about outcomes is CORRECT?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
What varies in size and complexity, and uses functions to achieve its objectives?
What is a definition of a problem?
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which will help solve incidents more quickly?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
What term is used to describe whether a service will meet availability, capacity and security requirements?
Which statement about value streams is CORRECT?
Which is part of the ‘focus on value’ guiding principle?
Which statement about the service value chain is CORRECT?
Which statement about problems is CORRECT?
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
Which facilitates outcomes that customers want to achieve?
Which statement about service relationship management is CORRECT?