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. The change advisory board (CAB)
B. The change management process owner
C. The service owner
D. The continual service improvement manager
A. Collaborate and promote visibility
B. Start where you are
C. Keep it simple and practical
D. Optimize and automate
A. When an emergency change is requested
B. When the procedure for the standard change is created
C. Each time the standard change is implemented
D. At least once a year
A. Value streams and processes
B. Information and technology
C. Partners and suppliers
D. Organizations and people
A. The degradation of a service
B. The provision of a laptop
C. The replacement of a toner cartridge
D. A complaint about a support team
A. Results desired by a stakeholder
B. Functionality offered by a product or service
C. Configuration of an organization's resources
D. Tangible or intangible deliverables
A. Service level management
B. Service relationship management
C. Service offerings
D. Service consumption
A. Problem control
B. Post-implementation review
C. Problem identification
D. Error control
A. Organizations should work through the steps of the model in the sequence in which they are presented
B. Organizations should use an additional model or method to link improvements to customer value
C. The model is applicable to only certain parts of the service value system
D. The flow of the model helps organizations to link improvements to its goals
A. The 'engage' value chain activity
B. The 'continual improvement model'
C. The 'continual improvement register'
D. The 'improve' value chain activity
A. Outcomes rely on outputs to deliver results for a stakeholder.
B. Outcomes help a service consumers to assess the cost of a specific activity
C. Outcomes gives service consumers assurance of products or services
D. Outcomes use activities to produce tangible or intangible deliverables.
A. Communication and collaboration
B. Workflows and controls
C. Contracts and agreement
D. Inputs and outputs
A. A request to investigate the cause of an incident
B. A request for normal operation to be restored
C. A request to implement a security patch
D. A request for access to a file
A. Automated pipelines
B. A variety of access channels
C. Balanced scorecard review
D. Collaboration tools and techniques
A. Ensuring value is co-created by improvement initiatives.
B. Identifying the service customer who will receive value
C. Defining customer experience and user experience
D. Understanding what is valuable to the service consumer
A. It focuses on the fulfilment of the agreed service actions
B. It requires co-operation of both the service provider and service consumer
C. It focuses on the service actions performed by users
D. It requires the service consumer to create resources for the service provider
A. Change control
B. Continual improvement
C. Service level management
D. Problem management
