What is the starting point for optimization?

• A.Standardizing practices and services
• B.Securing stakeholder engagement
• C.Understanding the vision and objectives of the organization
• D.Determining where the most positive impact would be

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Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

• A.3 and 4
• B.2 and 3
• C.1 and 2
• D.1 and 4

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Which practice is the responsibility of everyone in the organization?

• A.Service level management
• B.Change control
• C.Problem management
• D.Continual improvement

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Which includes governance, management practices, and continual improvement?

• A.The 'value stream and processes' dimension
• B.The service value system
• C.The 'focus on value' guiding principle
• D.The 'deliver and support' value chain activity

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Which is the addition, modification or removal of anything that could have an effect on services?

• A.A change
• B.A problem
• C.An event
• D.An incident

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