Which practice establishes a channel between the service provider and its users?

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

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Which TWO BEST describe the guiding principles?
* Short term
* Standards
* Recommendations
* Long-term

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

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Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?

• A.Change enablement
• B.Continual improvement
• C.Incident management
• D.Service level management

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Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

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

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

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