Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

• A.Service desk
• B.Service level management
• C.Continual improvement
• D.Monitoring and event management

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What actions does a service desk take for all issues, queries and requests that are reported to them?

• A.Diagnose, investigate, resolve
• B.Acknowledge, classify, own
• C.Initiate, approve, fulfill
• D.Schedule, assess, authorize

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What can be used to determine if a service is 'fit for purpose'?

• A.Utility
• B.Outcome
• C.Availability
• D.Warranty

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Which dimension includes the knowledge needed for the management of services?

• A.Information and technology
• B.Partners and suppliers
• C.Value streams and processes
• D.Organizations and people

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Which is a recommendation of the guiding principle 'think and work holistically'?

• A.Conduct a review of existing service management practices and decide what to keep and what to discard
• B.Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
• C.Review service management practices and remove any unnecessary complexity
• D.Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

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