Which is an activity of the 'incident management" practice?

• A.Assessing and prioritizing improvement opportunities
• B.Automating service requests to the greatest degree possible
• C.Performing service reviews with customers
• D.Providing good-quality updates when expected

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Who is responsible for defining metrics for change management?

• A.The change management process owner
• B.The service owner
• C.The change advisory board (CAB)
• D.The continual service improvement manager

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Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

• A.Keep it simple and practical
• B.Progress iteratively with feedback
• C.Star: where you are
• D.Think and work holistically

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Which statement about the 'continual improvement' practice is CORRECT?

• A.Continual improvement participation should be limited to a small dedicated team.
• B.It is the role of senior management to authorize improvement initiatives.
• C.Training should be provided to those involved in continual improvement.
• D.A single continual improvement register should be maintained by senior management.

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Which value chain activity ensures that ongoing service activity meets user expectations?

• A.Obtain/build
• B.Plan
• C.Engage
• D.Deliver and support

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