Which practice provides a communications point for users to report operational issues, queries and requests?

• A.Incident management
• B.Continual improvement
• C.Service desk
• D.Relationship management

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What is a service?

• A.A possible event that could cause harm or loss, or make it more difficult to achieve objectives
• B.A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
• C.A tangible or intangible deliverable of an activity
• D.Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

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Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• A.Feedback should only be taken into account when one iteration fails to meet its objective
• B.Each iteration should be continually re-evaluated based on feedback
• C.Feedback should be reduced for large improvements as it is unlikely that circumstances will change
• D.Each iteration should be designed before starting the initiative and implemented without feedback

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Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

• A.Monitoring and event management
• B.Incident management
• C.Service level management
• D.IT asset management

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Which practice provides users with a way to get various requests arranged, explained and coordinated?

• A.Service level management
• B.Relationship management
• C.Continual improvement
• D.Service desk

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