Which statement about IT service management is CORRECT?
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• A.It is performed by IT service providers using a mix of suppliers and their products
• B.It is performed by the service desk using a mix of people, process and technology
• C.It is performed by customers using a mix of IT systems, services and processes
• D.It is performed by IT service providers using a mix of people, process and technology

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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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Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

• A.Start where you are
• B.Think and work holisocally
• C.Optimize and automate
• D.Focus on value

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What should all 'continual improvement' decisions be based on?

• A.A recent maturity assessment
• B.Details of how services are measured
• C.Accurate and carefully analysed data
• D.An up-to-date balanced scorecard

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What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

• A.The production of a detailed CSI plan
• B.Understanding priorities for improvement
• C.An initial baseline assessment
• D.Verifying that improvement targets have been achieved

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