| 1. Which is NOT a key focus of the 'information and technology' dimension? |
| A. Workflow management and inventory systems. B. Communication systems and knowledge bases. C. Roles and responsibilities. D. Security and compliance. |
| C |
| 2. Which dimension includes activities and workflows? |
| A. Value streams and processes. B. Partners and suppliers. C. Information and technology. D. Organizations and people. |
| A |
| 3. Which dimension includes a workflow management system? |
| A. Value streams and processes. B. Partners and suppliers. C. Information and technology. D. Organizations and people. |
| C |
| 4. Which statement about a service value stream is CORRECT? |
| A. It uses prescriptive inputs and outputs. B. It is a value chain activity. C. It integrates practices for a specific scenario. D. It is used to provide governance. |
| C |
| 5. What should be considered as part of the 'partners and suppliers' dimension? |
| A. The level of integration and formality involved in the relationships between organizations. B. The activities, workflows, controls and procedures needed to achieve the agreed objectives. C. The information created, managed and used in the course of service provision and consumption. D. The required skills and competencies of teams and individual members of the organization. |
| A |
| 6. Which dimension is MOST concerned with skills, competencies, roles and responsibilities? |
| A. Organizations and people. B. Information and technology. C. Partners and suppliers. D. Value streams and processes. |
| A |
| 7. Which is considered by the 'partners and suppliers' dimension? |
| A. Using artificial intelligence. B. Defining controls and procedures. C. Using formal roles and responsibilities. D. Working with an integrator to manage relationships. |
| D |
| 8. Which dimension considers data security and privacy? |
| A. Organizations and people. B. Information and technology. C. Partners and suppliers. D. Value streams and processes. |
| B |
| 9. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? |
| A. Organizations and people. B. Information and technology. C. Partners and suppliers. D. Value streams and processes. |
| C |
| 10. Which two statements about an organization's culture are CORRECT? 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization |
| A. 1 and 2. B. 2 and 3. C. 3 and 4. D. 1 and 4. |
| D |
| 11. Which dimension considers how knowledge assets should be protected? |
| A. Organizations and people. B. Partners and suppliers. C. Information and technology. D. Value streams and processes. |
| C |
| 12. Which dimension includes the knowledge needed for the management of services? |
| A. Organizations and people. B. Partners and suppliers. C. Value streams and processes. D. Information and technology. |
| D |
| 13. Which dimension of service management considers the workflows and controls needed to deliver services? |
| A. Organizations and people. B. Information and technology. C. Partners and suppliers. D. Value streams and processes. |
| D |