What is the definition of warranty?

• A.A means of determining whether a service is fit for purpose
• B.A means of determining whether a service is fit for use
• C.A means of identifying events that could cause harm or loss
• D.A means of identifying a result for a stakeholder

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Which is part of the definition of a customer?

• A.The role that defines the requirements for a service
• B.A means of enabling value co-creation
• C.A set of specialized organizational capabilities for enabling value
• D.The role that authorizes budget for service consumption

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Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

• A.1 and 4
• B.2 and 3
• C.3 and 4
• D.1 and 2

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What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

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

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Which is the FIRST action when optimizing a service?

• A.Assess the current state
• B.Implement the improvement
• C.Understand the organizational context
• D.Agree the future state

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