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NEW QUESTION # 127
When should the effectiveness of a problem workaround be assessed?
- A. Whenever the problem is resolved
- B. Whenever the workaround becomes a known error
- C. Whenever the workaround is used
- D. Whenever the problem is prioritized
Answer: C
NEW QUESTION # 128
What is MOST LIKELY to be handled as a service request?
- A. The implementation of a workaround
- B. Managing an interruption to a service
- C. Providing a virtual server for a development team
- D. An emergency change to apply a security patch
Answer: C
NEW QUESTION # 129
What describes the steps needed to create and deliver a specific service to a consumer?
- A. Practices
- B. A value stream
- C. Service level management
- D. Service management
Answer: B
NEW QUESTION # 130
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. Service request management
- B. Change enablement
- C. Incident management
- D. Problem management
Answer: C
NEW QUESTION # 131
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
- A. Understanding the business mission
- B. Performing baseline assessments
- C. Executing improvement actions
- D. Defining the improvement plan
Answer: B
NEW QUESTION # 132
Which is a risk that might be removed from a service consumer by an IT service?
- A. Cost of purchasing servers
- B. Security breach
- C. Service provider ceasing to trade
- D. Failure of server hardware
Answer: D
NEW QUESTION # 133
Which are elements of the service value system?
- A. Customer value, stakeholder value, organization
- B. Governance, service value chain, practices
- C. Outcomes, utility, warranty
- D. Service provision, service consumption, service relationship management
Answer: B
NEW QUESTION # 134
Which statement about the inputs and outputs of the value chain activities is CORRECT?
- A. Each value chain activity receives inputs and provides outputs
- B. Some value chain activities only have inputs, whereas others only have outputs
- C. The organization's governance will determine the inputs and outputs of each value chain activity
- D. Inputs and outputs are fixed for each value chain activity
Answer: A
NEW QUESTION # 135
Which facilitates outcomes that customers want to achieve?
- A. IT asset
- B. Organization
- C. Service
- D. Warranty
Answer: C
NEW QUESTION # 136
What actions does a service desk take for all issues, queries and requests that are reported to them?
- A. Acknowledge, classify, own
- B. Schedule, assess, authorize
- C. Initiate, approve, fulfil
- D. Diagnose, investigate, resolve
Answer: A
NEW QUESTION # 137
What is the difference between the 'incident management' and 'service desk' practices?
- A. Incident management resolves complex issues, service desk resolves simpler issues
- B. Incident management manages interruptions to services, service desk monitors achieved service quality
- C. Incident management restores service operation, service desk provides communication with users
- D. Incident management resolves issues, service desk investigates the underlying causes of issues
Answer: C
NEW QUESTION # 138
What ensures that a service provider and a service consumer continually co-create value?
- A. Service offerings
- B. Service consumption
- C. Service level management
- D. Service relationship management
Answer: D
NEW QUESTION # 139
Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
- A. warranty
- B. outcomes
- C. utility
- D. outputs
Answer: B
NEW QUESTION # 140
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?
- A. Service request management
- B. Change enablement
- C. Incident management
- D. Service level management
Answer: A
NEW QUESTION # 141
Which practice has a strong influence on the user experience and perception of the service provider?
- A. Supplier management
- B. Change enablement
- C. Service level management
- D. Service desk
Answer: D
NEW QUESTION # 142
Which competencies are required by the 'service level management' practice?
- A. Problem investigation and resolution
- B. Business analysis and commercial management
- C. Balanced scorecard reviews and maturity assessment
- D. Incident analysis and prioritization
Answer: B
NEW QUESTION # 143
What can be used to determine if a service is 'fit for purpose'?
- A. Utility
- B. Availability
- C. Outcome
- D. Warranty
Answer: A
NEW QUESTION # 144
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Problem management
- B. Service configuration management
- C. Service level management
- D. Change control
Answer: D
NEW QUESTION # 145
Which is part of the value proposition of a service?
- A. Risks imposed on the consumer by the service
- B. Outputs of the service received by the consumer
- C. Costs imposed on the consumer by the service
- D. Costs removed from the consumer by the service
Answer: D
NEW QUESTION # 146
Which practice coordinates the classification, ownership and communication of service requests and incidents?
- A. Supplier management
- B. Problem management
- C. Relationship management
- D. Service desk
Answer: D
NEW QUESTION # 147
Which statement about service offerings is CORRECT?
- A. The same product can be used as a basis for more than one service offering
- B. Each service should be described to consumers as a single service offering
- C. Service offerings describe how providers and consumers cooperate to co-create value
- D. Service offerings include the transfer of goods from the consumer to the provider
Answer: A
NEW QUESTION # 148
Which of the four dimensions includes the knowledge bases needed to deliver and manage services?
- A. Partners and suppliers
- B. Information and technology
- C. Organizations and people
- D. Value streams and processes
Answer: B
NEW QUESTION # 149
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