What is the definition of "service management"?

• A.A result for a stakeholder enabled by one or more outputs
• B.A formal description of one or more services, designed to address the needs of a target consumer group
• C.Join activities performed by a service provider and a service consumer to ensure continual value co-creation
• D.A set of specialized organizational capabilities for enabling value for customers in the form of services.

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Which statement about outcomes is CORRECT?

• A.They are deliverables provided to service consumers.
• B.They allow service consumers to achieve a desired result.
• C.They provide products to service providers based on outputs.
• D.The co-create value for service providers by reducing costs and risks.

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Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

• A.Service request management
• B.Service level management
• C.Incident management
• D.Change management

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Which skill is an essential part of the 'service level management' practice?

• A.Listening
• B.Problem analysis
• C.Technical knowledge
• D.Diagnosis

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A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

• A.Communicate so that the audience will hear
• B.Re-use nothing from the current state
• C.Adopt a practice which is easy to follow
• D.Understand that fast does not mean incomplete

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