What is defined as any financially valuable component that can contribute to the delivery of a service?

• A.Event
• B.IT asset
• C.Configuration item
• D.Product

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Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

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

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What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

• A.Customer feedback
• B.Operational metrics
• C.Customer engagement
• D.Business metrics

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Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)

• A.value
• B.consumption
• C.management
• D.provision

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What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

• A.An initial baseline assessment
• B.The production of a detailed CSI plan
• C.Verifying that improvement targets have been achieved
• D.Understanding priorities for improvement

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