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Question 1

Which skill is required by the 'service level management' practice?

Options :

A : Supplier management

B : Technical expertise

C : Event monitoring

D : Problem management

Answer: A

Question 2

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Options :

A : Plan

B : Improve

C : Design and transition

D : Deliver and support

Answer: A

Question 3

Which is an example of a service request?

Options :

A : A request for normal operation to be restored

B : A request to implement a security patch

C : A request for access to a file

D : A request to investigate the cause of an incident

Answer: C

Question 4

What is the CORRECT definition of service management?

Options :

A : A set of specialized assets for transitioning services into the live operational environment

B : A set of specialized organizational capabilities for delivering value to customers in the form of services

C : The capability of supplier to deliver services to providers in exchange for money

D : The capability of service providers to minimize their costs without reducing the value of the services

Answer: B

Question 5

Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?

Options :

A : Organizations and people

B : Information and technology

C : Partners and suppliers

D : Value streams and processes

Answer: A