Which of the following is the MOST important for effective incident management?

• A.A variety of access channels
• B.Balanced scorecard review
• C.Automated pipelines
• D.Collaboration tools and techniques

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Which is a description of service provision?

• A.A formal description of one or more services, designed to address the needs of a service consumer
• B.Activities that an organization performs to deliver services
• C.A way to help create value by facilitating outcomes that service consumers need
• D.Cooperation between two organizations to ensure that a service delivers value

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Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

• A.Suppliers
• B.Requirements
• C.Resources
• D.products

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Which practice has the purpose of ensuring that the organization's suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?

• A.Supplier management
• B.Relationship management
• C.Release management
• D.Service management

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Which is a purpose of the 'relationship management' practice?

• A.To systematically observe services and service components
• B.To protect the information needed by the organization to conduct its business
• C.To be the entry point and single point of contact for the service provider with all of its users
• D.To identify, analyze, monitor, and continually improve links with stakeholders

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