Question 1

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Options :

A : Monitoring and event management

B : Incident management

C : Service level management

D : IT asset management

Answer: C

Question 2

What considerations influence the supplier strategy of an organization?

Options :

A : Contracts and agreements

B : Type of cooperation with suppliers

C : Corporate culture of the organization

D : Level of formality

Answer: C

Question 3

How does 'service request management' contribute to the 'improve' value chain activity?

Options :

A : It ensures that users continue to be productive when they need assistance from the service provider

B : It collects user-specific requirements, sets expectations, and provides status updates

C : It analyzes data to identify opportunities to provide new service request options

D : It acquires pre-approved service components to help fulfill service requests

Answer: C

Question 4

What is the definition of ''service management''?

Options :

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.

Answer: D

Question 5

What is defined as a change of state that has significance for the management of an IT service?

Options :

A : Event

B : Incident

C : Problem

D : Known error

Answer: A

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