Which helps to streamline the fulfilment of service requests?

• A.Understanding which service requests can be accomplished with limited approvals
• B.Separating requests relating to service failures from the degradation of services
• C.Eliminating service requests which have complex workflows
• D.Creating new workflows for every service request

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A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

• A.Incident management
• B.Service request management
• C.Change enablement
• D.Problem management

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What three elements make up the Service Portfolio?

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

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Which dimension considers the application of artificial intelligence to service management?

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

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Which is a recommendation for applying the guiding principle 'keep it simple and practical?

• A.Fast does not mean incomplete
• B.Sometimes nothing from the current state can be re used
• C.If a practice is easier to follow it is more likely to be adopted
• D.Communicate in a way the audience can hear

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