Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

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

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What are 'engage', 'plan' and 'improve' examples of?

• A.Service level management
• B.Service value chain activities
• C.Service value chain inputs
• D.Change control

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Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

• A.Service configuration management
• B.Release management
• C.Change enablement
• D.Deployment management

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Which statement about the 'continual improvement model' is CORRECT?

• A.Organizations should work through the steps of the model in the sequence in which they are presented
• B.The low of the model helps organizations to link improvements to its goals
• C.Organizations should use an additional model or method to link improvements to customer value
• D.The model is applicable to only certain parts of the service value system

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What is the purpose of problem management?

• A.Helps direct the incident to the correct support area
• B.Determines how the service provider is perceived
• C.Ensures services are restored as soon as possible
• D.Reduces the likelihood and impact of incidents

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