Which dimension considers the application of artificial intelligence to service management?

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

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Which practice includes management of workarounds and known errors?

• A.Problem management
• B.Monitoring and event management
• C.Service configuration management
• D.Incident management

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Which helps to streamline the fulfilment of service requests?

• A.Eliminating service requests which have complex workflows
• B.Understanding which service requests can be accomplished with limited approvals
• C.Creating new workflows for every service request
• D.Separating requests relating to service failures from the degradation of services

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

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Which is an example of a business related measurement?

• A.The average resolution time for incidents
• B.The average time to response to change requests
• C.The number of problems resolved
• D.The number of passengers checked in

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