What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

• A.Operational metrics
• B.Customer feedback
• C.Business metrics
• D.Customer engagement

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How should an organization prioritize incidents?

• A.Use an agreed classification which is based on the business impact of the incident.
• B.Create an order of incidents based on the dates and times when they were logged.
• C.Ask the user for their preferred resolution timeframe.
• D.Assess the availability of the appropriate support team.

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Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

• A.The service value system
• B.Service consumption
• C.Service relationship management
• D.The'release management' practice

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Which guiding principle focuses on reducing costs and human errors?

• A.Think and work holistically
• B.Collaborate and promote visibility
• C.Optimize and automate
• D.Focus and value

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Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• A.Each iteration should be continually re-evaluated based on feedback
• B.Feedback should only be taken into account when one iteration fails to meet its objective
• C.Each iteration should be designed before starting the initiative and implemented without feedback
• D.Feedback should be reduced for large improvements as it is unlikely that circumstances will change

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