What is a definition of a service improvement plan (SIP)?

• A.An input from availability management to service level management, detailing the service design plan
• B.A formal plan to implement improvements to a customer's business processes
• C.An input from financial management for IT services to service level management, detailing the budget plan
• D.A formal plan to implement improvements to a service or process

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Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve,
without
the customer having to manage specific [?] and risks.

• A.costs
• B.information
• C.warranty
• D.utility

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A good way to apply the ITIL guiding principle 'focus on value' is to:

• A.Understand why services are used by service consumers
• B.Understand the whole, but do something
• C.Be aware of system complexity
• D.Do less tasks but in a better way with higher quality

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Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

• A.known errors
• B.IT assets
• C.charges
• D.events

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What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

• A.The problem record is deleted
• B.Problem management restores the service as soon as possible
• C.The problem remains in the known error status
• D.A change request is submitted to change control

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