Which Practice includes management of workarounds and known errors?

• A.Monitoring and event management
• B.Service configuration management
• C.Problem management
• D.Incident management

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Which is the FIRST thing to consider when focusing on value?

• A.Identifying the service customer who will receive value
• B.Defining customer experience and user experience
• C.Understanding what is valuable to the service consumer
• D.Ensuring value is co-created by improvement initiatives.

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Which is included in the purpose of the 'service level management' practice?

• A.To set clear business-based targets for service levels
• B.To ensure that suppliers and their performance are managed appropriately
• C.To maximize the number of successful service and product changes
• D.To ensure accurate information about the configuration of services is available

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Which is one of the five aspects of service design?

• A.Management policy for business case creation
• B.Management information systems and tools
• C.Risk analysis and management approach
• D.Corporate governance and policy

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Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

• A.Service relationship management
• B.Service consumption
• C.The service value system
• D.The release management' practice

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