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What is the definition of service management?A. Activities performed by an organization to provide products and services to their consumers
B. A description of services based on products, which meet the needs of a target consumer group
C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve
D. A set of specialized organizational capabilities for enabling value for customers in the form of services
Answer: D
What is an activity of the 'incident management' practice?
A. Assessing and prioritizing improvement opportunities
B. Performing service reviews with customers
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible
Answer: C
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Restricting information about the improvement to essential stakeholders only
B. Increasing collaboration and visibility for the improvement
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication
Answer: D
Which is handled as a service request?
A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch
Answer: B
Which activity is part of the 'continual improvement' practice?
A. Identifying the cause of incidents and recommending related improvements
B. Authorizing changes to implement improvements
C. Logging and managing incidents that result in improvement opportunities
D. Making business cases for improvement action
Answer: D
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