Which statement about IT service management is CORRECT?
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• A.It is performed by customers using a mix of IT systems, services and processes
• B.It is performed by IT service providers using a mix of people, process and technology
• C.It is performed by the service desk using a mix of people, process and technology
• D.It is performed by IT service providers using a mix of suppliers and their products

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Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

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

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In which step of the 'continual improvement model' is an improvement plan implemented?

• A.What is the vision?
• B.Take action
• C.Did we get there?
• D.How do we get there?

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Which statement about service desks is CORRECT?

• A.The service desk should rely on self-service portals instead of escalation to support teams
• B.The service desk should work in close collaboration with support and development teams
• C.The service desk should escalate all technical issues to support and development teams
• D.The service desk should remain isolated from technical support teams

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Which value chain activity communicates the current status of all four dimensions of service management?

• A.Plan
• B.Obtain/build
• C.Improve
• D.Engage

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