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What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?A . Service managementB . Continual improvementC . A serviceD . An IT assetView AnswerAnswer: C
Which statement about outcomes is CORRECT?
Which statement about outcomes is CORRECT?A . An outcome can be enabled by more than one outputB . Outcomes are how the service performsC . An output can be enabled by one or more outcomesD . An outcome is a tangible or intangible activityView AnswerAnswer: A
Which describes a standard change?
Which describes a standard change?A . A change that needs to be scheduled, assessed and authorized following a defined processB . A change that is typically implemented as a service requestC . A high-risk change that needs very thorough assessmentD . A change that must be implemented as soon as...
Which practice owns and manages issues, queries and requests from users?
Which practice owns and manages issues, queries and requests from users?A . Incident managementB . Service deskC . Change controlD . Problem managementView AnswerAnswer: B
When should the effectiveness of a problem workaround be assessed?
When should the effectiveness of a problem workaround be assessed?A . Whenever the workaround is usedB . Whenever the problem is resolvedC . Whenever the workaround becomes a known errorD . Whenever the problem is prioritizedView AnswerAnswer: A
Which is a service request?
Which is a service request?A . Requesting a workaround for an issueB . Requesting information about how to create a documentC . Requesting an enhancement to an applicationD . Requesting investigation of a degraded serviceView AnswerAnswer: B
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which practice has a purpose that includes ensuring that risks have been properly assessed?A . Service configuration managementB . Problem managementC . Service level managementD . Change controlView AnswerAnswer: D
The management of information security incidents usually requires [?
Identify the missing words in the following sentence. The management of information security incidents usually requires [?].A . Immediate escalationB . Specialist teamsC . A separate processD . Third party supportView AnswerAnswer: C
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?A . An organization should always use a single technique to ensure metrics are consistentB . An organization should always use a strength, weakness, opportunity and threat (SWOT) analysisC . An organization should always develop...
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?A . Each iteration should be designed before starting the initiative and implemented without feedbackB . Feedback should only be taken into account when one iteration fails to meet its objectiveC . Feedback should be reduced for...
