ITSM Guiding 4D SVS SVC Practice Other All

Service Management

1. 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
(391) B
2. Which statement about service offerings is CORRECT?
A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the provider
C. Service offerings describe how providers and consumers cooperate to co-create value
D. Each service should be described to consumers as a single service offering
(392) A
3. Which is part of the value proposition of a service?
A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service
(395) A
4. Which facilitates outcomes that customers want to achieve?
A. Service
B. Warranty
C. Organization
D. IT asset
(407) A
5. How can a service consumer contribute to the reduction of risk?
A. By providing the service in accordance with requirements
B. By ensuring that the service provider's resources are correctly configured
C. By fully understanding their own requirements for the service
D. By managing the detailed level of risk on behalf of the service provider
(419) C
6. Identify the missing word in the following sentence.

A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.
A. requirements
B. resources
C. suppliers
D. products
(431) A
7. Which of the following ensures that a service provider and a service consumer continually co-create value?
A. Service consumption
B. Service offerings
C. Change enablement
D. Service relationship management
(432) D
8. Which statement about outcomes is CORRECT?
A. Outcomes enable products to be delivered to a stakeholder
B. An outcome defines the amount of money spent on technology for a service
C. An outcome depends on at least one output to deliver a result
D. Outcomes provide assurance to stakeholders on how a service performs
(435) C
9. What is defined as "the role that uses services"?
A. Service consumer
B. Customer
C. User
D. Sponsor
(447) C
10. What should remain constant within an organization, even when the organization's objectives change?
A. Outputs
B. Guiding principles
C. Service offerings
D. Outcomes
(449) D
11. Which is the MOST important stakeholder group that a service provider needs to collaborate with?
A. Suppliers
B. Customers
C. Relationship managers
D. Developers
(454) B
12. What term is used to describe the functionality of a service?
A. Output
B. Outcome
C. Utility
D. Warranty
(459) C