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

• A.To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
• B.To protect the information needed by the organization to conduct its business
• C.To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
• D.To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

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Which statement about costs is CORRECT?

• A.Costs removed from the consumer are part of service consumption
• B.Costs imposed on the consumer are costs of service utility
• C.Costs imposed on the consumer are costs of service warranty
• D.Costs removed from the consumer are part of the value proposition

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Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

• A.Retail customer view
• B.Service-based SLA view
• C.Supporting services view
• D.Wholesale customer view

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How do all value chain activities transform inputs to outputs?

• A.By using a combination of practices
• B.By determining service demand
• C.By using a single functional team
• D.By implementing process automation

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