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Questions # 1:

Which dimension considers how knowledge assets should be protected?

Options:
A.

Organizations and people

B.

Partners and suppliers

C.

Information and technology

D.

Value streams and processes

Questions # 2:

When should the effectiveness of a problem workaround be assessed?

Options:
A.

Whenever the workaround is used

B.

Whenever the problem is resolved

C.

Whenever the workaround becomes a known error

D.

Whenever the problem is prioritized

Questions # 3:

When should a full risk assessment and authorization be carried out for a standard change?

Options:
A.

Each time the standard change is implemented

B.

When the procedure for the standard change is created

C.

At least once a year

D.

When an emergency change is requested

Questions # 4:

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Options:
A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Problem management

Questions # 5:

How does a service consumer contribute to the reduction of disk?

Options:
A.

By paying for the service

B.

By managing server hardware

C.

By communicating constraints

D.

By managing staff availability

Questions # 6:

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

Options:
A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

Questions # 7:

What is an output?

Options:
A.

A possible event that could cause harm or loss

B.

Something created by carrying out an activity

C.

A result for a stakeholder

D.

A change of state that has significance for the management of a configuration item

Questions # 8:

What are ’engage’, ‘plan’ and ‘improve’ examples of?

Options:
A.

Service value chain activities

B.

Service level management

C.

Service value chain inputs

D.

Change control

Questions # 9:

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Options:
A.

A customer

B.

A user

C.

A configuration item (CI)

D.

An IT asset

Questions # 10:

Which describes outcomes?

Options:
A.

Tangible or intangible deliverables

B.

Results desired by a stakeholder

C.

Configuration of an organization's resources

D.

Functionality offered by a product or service

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