For which purpose would the continual improvement practice use a SWOT analysis?

• A.Defining the future desired state
• B.Tracking and managing ideas
• C.Understanding the current state
• D.Ensuring everyone actively participates

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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 is a recommendation of the guiding principle 'think and work holistically'?

• A.Review service management practices and remove any unnecessary complexity
• B.Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
• C.Conduct a review of existing service management practices and decide what to keep and what to discard
• D.Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

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Which is a key consideration for the guiding principle 'keep it simple and practical'?

• A.Try to create a solution for every exception
• B.Start with a complex solution, then simplify
• C.Ignore the conflicting objectives of different stakeholders
• D.Understand how each element contributes to value creation

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What is the purpose of problem management?

• A.Determines how the service provider is perceived
• B.Ensures services are restored as soon as possible
• C.Helps direct the incident to the correct support area
• D.Reduces the likelihood and impact of incidents

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