A. Collaborate and promote
B. Think and work holistically
C. Focus on value
D. Optimize and automate
A. Service desk
B. Change control
C. Problem management
D. Incident management
A. Change enablement
B. Service level management
D. Service request management
A. Deciding which service requests require approval
B. Deciding how degradations of service are resolved
C. Deciding when workarounds should be used
D. Deciding how to handle service requests where the steps are unknown
A. Require evidence that the supplier implements all improvements using project management practices
B. Require evidence that the supplier uses agile development methods
C. Ensure suppliers include details of their approach to service improvement in contracts
D. Ensure that all supplier problem management activities result in improvements
A. Change control
B. Information security management
C. Monitoring and event management
A. 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
B. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
C. A tangible or intangible deliverable of an activity
D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
A. Bottlenecks in the service provider's workflow are identified.
B. The complexities of the service provider's IT systems are identified.
C. Service providers are able to respond more quickly to customer needs
D. The service provider gains a better understanding of the customer experience.
A. Outcomes are one or more services that fulfil the needs of a service consumer
B. Outcomes help service consumers achieve outputs
C. Helping service consumers achieve outcomes reduces service provider costs
D. Service providers help service consumers achieve outcomes
A. Service level management
B. Continual service improvement
C. Access management
D. Change management
A. Supplier management
B. Deployment management
A. Training should be provided to those involved in continual improvement.
B. Continual improvement participation should be limited to a small dedicated team.
C. It is the role of senior management to authorize improvement initiatives.
D. A single continual improvement register should be maintained by senior management.
A. Practices
B. Service value chain
C. Four dimensions of service management
D. Guiding principles
A. An input from financial management for IT services to service level management, detailing the budget plan
B. A formal plan to implement improvements to a customer's business processes
C. An input from availability management to service level management, detailing the service design plan
D. A formal plan to implement improvements to a service or process
A. Progress iteratively with feedback
B. Start where you are
A. Resolution of incidents in a time that meet customer expectations
B. Restoration of normal service operation as quickly as possible
C. Prioritization of problems based on the risk that they pose
D. Authorization of changes to resolve the cause of problems.
A. Re-use
B. Consider
C. Improve
D. Discard
