Question 1: What is the definition of utility? a) The assurance that a product or service will meet agreed requirements b) A possible event that could cause harm or loss, or make it more difficult to achieve objectives c) The functionality offered by a product or service to meet a particular need d) A tangible or intangible deliverable that is produced by carrying out an activity Question 2: Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption. a) Outcomes b) Cost c) Outputs d) Benefits Question 3: What is the definition of an IT asset? a) A particular set of settings or options on a given piece of equipment b) Any valuable component that can contribute to the delivery of an IT product or service c) 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 d) Any component that needs to be managed in order to deliver an IT service Question 4: Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service. a) Product b) Outputs c) Asset d) Configuration item Question 5: What is the purpose of the 'relationship management' practice? a) Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner c) Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets d) Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services Question 6: What is the purpose of the 'problem management' practice? a) Ensuring that services deliver agreed levels of availability or that change can be assessed b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner c) Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible d) Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors Question 7: Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. a) Availability b) Event c) Incident d) Problem Question 8: What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services? a) Service level management b) Service request management c) Continual improvement d) Capacity and performance management Question 9: Identify the missing word in the following sentence. Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. a) Capacity b) Availability c) Request d) Level Question 10: Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google's G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training's students? a) Service offering b) Service relationship management c) Service provision d) Service consumption Question 11: What term best describes the perceived benefits, usefulness, and importance of something? a) Utility b) Warranty c) Outcome d) Value Question 12: Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best describes your manager's concerns? a) Outputs b) Risks c) Costs d) Utility Question 13: Fill in the blank. [?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. a) Guiding principles b) Service value chain c) Focus on value d) Governance Question 14: You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation? a) Focus on value b) Progress iteratively with feedback c) Collaborate and promote visibility d) Think and work holistically Question 15: Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager? a) Focus on value b) Start where you are c) Keep it simple and practical d) Optimize and automate Question 16: Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success? a) Collaborate and promote visibility b) Focus on value c) Progress iteratively with feedback d) Optimize and automate