Question 1

Which TWO are important aspects of the 'service request management' practice?1. Standardization and automation2. Providing a variety of channels for access3. Establishing a shared view of targets4. Policies for approvals

Options :

A : 1 and 2

B : 2 and 3

C : 3 and 4

D : 1 and 4

Answer: D

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 is defined as a change of state that has significance for the management of an IT service?

Options :

A : Event

B : Incident

C : Problem

D : Known error

Answer: A

Question 4

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?

Options :

A : Optimize and automate

B : Keep it simple and practical

C : Collaborate and promote visibility

D : Start where you are

Answer: D

Question 5

Which practice owns and manages issues, queries and requests from users?

Options :

A : Service desk

B : Problem management

C : Incident management

D : Change control

Answer: A

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