A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

• A.Problem
• B.Known error
• C.Incident
• D.Event

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Why should some service requests be fulfilled with no additional approvals?

• A.To ensure that spending is properly accounted for
• B.To set user expectations for fulfillment times
• C.To streamline the fulfillment workflow
• D.To ensure that information security requirements are met

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Which dimension of service management considers the workflows and controls needed to deliver services?

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

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What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

• A.An IT asset
• B.A customer
• C.A configuration item (CI)
• D.A user

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Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

• A.Focus on value
• B.Progress iteratively with feedback
• C.Keep it simple and practical
• D.Think and work holistically

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