What should be done for every problem?

A.

It should have a workaround to reduce the impact

B.

It should be prioritized based on its potential impact and probability

C.

It should be resolved so that it can be closed

D.

It should be diagnosed to identify possib

Which is NOT a component of the service value system?

A.

The guiding principles

B.

Governance

C.

Practices

D.

The four dimensions of service management

What is the purpose of the 'relationship management' practice?

A.

To support the agreed quality of a service handling all agreed, userinitiated service requests

B.

To set clear business-based targets for service performance

C.

To establish and nurture the links between the organization and its stakeholders

D.

To align the organization's practices and services with changing business needs

How does information about problems and known errors contribute to 'incident management'? 

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

Which is a service request?

A.

Requesting a workaround for an issue

B.

Requesting information about how to create a document

C.

Requesting an enhancement to an application

D.

Requesting investigation of a degraded service

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

A.

The problem record is deleted

B.

The problem remains in the known error status

C.

A change request is submitted to change control

D.

Problem management restores the service as soon as possible

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A.

Service configuration management 

B.

Problem management

C.

Service level management

D.

Change control

What is an IT asset?

A.

The removal of anything that could have a direct or indirect effect on services

B.

Any component that needs to be managed in order to deliver a service

C.

A request from a user that initiates a service action

D.

Any financially valuable component that can contribute to delivery of an IT product or service

Which dimension includes a workflow management system?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A.

Relationship management

B.

Continual improvement

C.

Service configuration management

D.

Service level management