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 is a key requirement for successful service level agreements (SLAs)?

• A.They should be written using language and terms which all parties will understand
• B.They should be based on system-based metrics which are useful to the service provider
• C.They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
• D.They should avoid ambiguous targets such as those relating to user experience

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Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

• A.The service provider gains a better understanding of the customer experience.
• B.Bottlenecks in the service provider's workflow are identified.
• C.Service providers are able to respond more quickly to customer needs
• D.The complexities of the service provider's IT systems are identified.

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Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

• A.A change model
• B.A normal change
• C.An emergency change
• D.A standard change

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Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)

• A.value
• B.consumption
• C.provision
• D.management

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