Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

• A.Start where you are
• B.Collaborate and promote visibility
• C.Progress iteratively with feedback
• D.Think and work holistically

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Which practice provides support for managing feedback, compliments and complaints from users?

• A.Problem management
• B.Service request management
• C.Incident management
• D.Change control

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What is the starting point for optimization?

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

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Which term describes the functionality offered by a service?

• A.Utility
• B.cost
• C.Risk
• D.Warranty

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What is the customer of a service responsible for?

• A.Authorizing the budget for the service
• B.Provisioning the service
• C.Defining the requirements for the service
• D.Using the service

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