What is the definition of "service management"?

• A.A result for a stakeholder enabled by one or more outputs
• B.A formal description of one or more services, designed to address the needs of a target consumer group
• C.Join activities performed by a service provider and a service consumer to ensure continual value co- creation
• D.A set of specialized organizational capabilities for enabling value for customers in the form of services.

Comment: *

Name: *

Email: *

Verification: *

Which statement about the 'optimize and automate' guiding principle is CORRECT?

• A.Activities should be automated before they are optimized
• B.Automation frees human resources for more complex activities
• C.Automation is best applied to non-standard tasks
• D.Technology eliminates the need for human intervention

Comment: *

Name: *

Email: *

Verification: *

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

• A.Start where you are
• B.Optimize and automate
• C.Focus on value
• D.Progress iteratively with feedback

Comment: *

Name: *

Email: *

Verification: *

What is the difference between the 'incident management' and 'service desk' practices?

• A.Incident management restores service operation, service desk provides communication with users
• B.incident management manages interruptions to service desk monitors achieved service quality
• C.incident management resolves issues, service desk investigates the underlying causes of issues
• D.incident management resolves complex issues, service desk resolve simpler issues.

Comment: *

Name: *

Email: *

Verification: *

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

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

Comment: *

Name: *

Email: *

Verification: *