Question 1

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

Options :

A : Service request management

B : Service desk

C : Problem management

D : Continual management

Answer: B

Question 2

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

Question 3

Which of the four dimensions’ focuses on roles responsibilities and systems of authority?

Options :

A : Organizations and people

B : Information and technology

C : Partners and suppliers

D : Value streams and processes

Answer: A

Question 4

What is the definition of ''service management''?

Options :

A : A result for a stakeholder enabled by one or more outputs

B : A formal description of one or more services, designed to address the needs of a target consumer group

C : Join activities performed by a service provider and a service consumer to ensure continual value co-creation

D : A set of specialized organizational capabilities for enabling value for customers in the form of services.

Answer: D

Question 5

Which skill is required by the 'service level management' practice?

Options :

A : Supplier management

B : Technical expertise

C : Event monitoring

D : Problem management

Answer: A