Q154. Which statement about managing incidents is CORRECT?

Q155. What is recommended by the guiding principle ‘progress iteratively with feedback’?

Q156. Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

Q157. Which costs are included in the value proposition of a service?

Q158. Which practice has a purpose that includes ensuring that risks have been properly assessed?

Q159. Which process is responsible for managing all service requests from users?

Q160. Which practice has a purpose that includes managing authentication and non-repudiation?

Q161. Which practice provides a communications point for users to report operational issues, queries and requests?

Q162. Which guiding principle focuses on reducing costs and human errors?

Q163. Which statement about the automation of service requests is CORRECT?

Q164. Which TWO are important aspects of the ‘service request management’ practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

Q165. How should the workflow for a new service request be designed?

Q166. Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Q167. Which is a supplier category?

Q168. Which helps to streamline the fulfilment of service requests?

Q169. Which is a purpose of the ‘service level management’ practice?

Q170. Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

Q171. Which is the correct combination of items that makes up an IT service?

Q172. Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.

Q173. What is the MOST important reason for prioritizing incidents?

Q174. Which is part of service provision?

Q175. Which of these should be logged and managed as a problem?

Q176. Which will NOT be handled as a service request?

Q177. Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?