Question 1

Which practice's purpose includes creating closer more collaborative relationships?

Options :

A : Supplier management

B : Information security management

C : Release management

D : Service configuration management

Answer: A

Question 2

How does 'service request management' contribute to the 'improve' value chain activity?

Options :

A : It ensures that users continue to be productive when they need assistance from the service provider

B : It collects user-specific requirements, sets expectations, and provides status updates

C : It analyzes data to identify opportunities to provide new service request options

D : It acquires pre-approved service components to help fulfill service requests

Answer: C

Question 3

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

Options :

A : Consumer

B : Service provider

C : Customer

D : Organization

Answer: D

Question 4

Which two practices interact the MOST with the service desk practice?

Options :

A : Incident management and service request management

B : Service request management and deployment management

C : Deployment management and change enablement

D : Change enablement and incident management

Answer: A

Question 5

What is the purpose of problem management?

Options :

A : Reduces the likelihood and impact of incidents

B : Ensures services are restored as soon as possible

C : Helps direct the incident to the correct support area

D : Determines how the service provider is perceived

Answer: A

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