Which practice has a strong influence on the user experience and perception of the service provider?

• A.Service desk
• B.Service level management
• C.Change enablement
• D.Supplier management

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What type of change is MOST likely to be managed as a service request?

• A.An organizational change
• B.A normal change
• C.An emergency change
• D.A standard change

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When should the effectiveness of a problem workaround be assessed?

• A.Whenever the problem is resolved
• B.Whenever the workaround is used
• C.Whenever the problem is prioritized
• D.Whenever the workaround becomes a known error

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What three elements make up the Service Portfolio?

• A.Customer portfolio, configuration management system and service catalogue
• B.Service pipeline, service catalogue and retired services
• C.Service pipeline, configuration management system and service catalogue D18912E1457D5D1DDCBD40AB3BF70D5D
• D.Customer portfolio, service catalogue and retired services

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What is defined as any component that needs to be managed in order to deliver an IT service?

• A.An incident
• B.An IT asset
• C.A service request
• D.A configuration item (CI)

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