Question 1

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Options :

A : Plan

B : Improve

C : Design and transition

D : Deliver and support

Answer: A

Question 2

Which is an example of a service request?

Options :

A : A request for normal operation to be restored

B : A request to implement a security patch

C : A request for access to a file

D : A request to investigate the cause of an incident

Answer: C

Question 3

Fill in the blank. According to the guiding principles, "Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.

Options :

A : Value

B : Outcomes

C : Outputs

D : Utility

Answer: A

Question 4

What is an example of an action a service request management employee would undertake as part of the 'engage' activity?

Options :

A : Provide trend, quality, and feedback information about requests

B : Initiate and fulfill standard changes

C : Communicate with consumers to understand their requirements

D : Fulfill the consumer-s service requests through acquisition of service components

Answer: C

Question 5

How does categorization of incidents assist the 'incident management' practice?

Options :

A : It determines the priority assigned to the incident

B : It determines how the service provider is perceived

C : It helps direct the incident to the correct support area

D : It ensures that incidents are resolved in timescales agreed with the customer

Answer: C

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