| 1. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks. |
| A. Information. B. Utility. C. Warranty. D. Costs. |
| D |
| 2. What is an output? |
| A. A possible event that could cause harm or loss. B. Something created by carrying out an activity. C. A result for a stakeholder. D. A change of state that has significance for the management of a configuration item. |
| B |
| 3. Which describes outcomes? |
| A. Tangible or intangible deliverables. B. Results desired by a stakeholder. C. Configuration of an organization's resources. D. Functionality offered by a product or service. |
| B |
| 4. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks? |
| A. Service management. B. Continual Improvement. C. A service. D. An IT asset. |
| C |
| 5. Which statement about costs is CORRECT? |
| A. Costs removed from the consumer are part of service consumption. B. Costs imposed on the consumer are costs of service utility. C. Costs removed from the consumer are part of the value proposition. D. Costs imposed on the consumer are costs of service warranty. |
| C |
| 6. Which statement about outputs is CORRECT? |
| A. They consist of several outcomes. B. They capture customer demand for services. C. They contribute to the achievement of outcomes. D. They describe how the service performs. |
| C |
| 7. Which stakeholders co-create value in a service relationship? |
| A. Investor and supplier. B. Consumer and provider. C. Provider and supplier. D. Investor and consumer. |
| B |
| 8. A service offering may include goods, access to resources, and service actions. Which is an example of a service action? |
| A. A mobile phone enables a user to work remotely. B. A password allows a user connect to a WiFi network. C. A license allows a user to install a software product. D. A Service Desk agent provides support to a user. |
| D |
| 9. Which is an example of a business related measurement? |
| A. The number of passengers checked in. B. The average time to respond to change requests. C. The average resolution time for incidents. D. The number of problems resolved. |
| A |
| 10. What varies in size and complexity, and uses functions to achieve its objectives? |
| A. A risk. B. An organization. C. A practice. D. An outcome. |
| B |
| 11. What takes responsibility for the outcomes of service consumption? |
| A. Organization. B. Sponsor. C. Customer. D. Service provider. |
| C |
| 12. What term is used to describe whether a service will meet availability, capacity and security requirements? |
| A. Outcomes. B. Value. C. Utility. D. Warranty. |
| D |
| 13. What can be used to determine if a service is 'fit for purpose'? |
| A. Availability. B. Warranty. C. Outcome. D. Utility. |
| D |
| 14. What can a service remove from the consumer and impose on the consumer? |
| A. Utility. B. Asset. C. Cost. D. Outcome. |
| C |
| 15. In service relationships, what is a benefit of identifying consumer roles? |
| A. It enables effective stakeholder management. B. It provides shared service expectations. C. It removes constraints from the customer. D. It enables a common definition of value. |
| A |
| 16. Which describes the utility of a service? |
| A. A service that is fit for use. B. A service that meets its service level targets. C. A service that increases constraints on the consumer. D. A service that supports the performance of the consumer. |
| D |
| 17. What is a set of specialized organizational capabilities for enabling value for customers in the form of services? |
| A. Service offering. B. Service provision. C. Service management. D. Service consumption. |
| C |
| 18. Which gives a user access to a system? |
| A. Service requirement. B. Service agreement. C. Service consumption. D. Service provision. |
| D |
| 19. Which term relates to service levels aligned with the needs of service consumers? |
| A. Service management. B. Warranty. C. Cost. D. Utility. |
| B |
| 20. Which is the BEST description of the value of a service to a customer? |
| A. The amount of money the customer pays for using the service. B. The financial return the customer gets from using the service. C. The outcomes the customer receives by using the service. D. The customer's perception of the benefits of using the service. |
| C |
| 21. Which statement about outcomes is CORRECT? |
| A. Outcomes are one or more services that fulfill the needs of a service consumer. B. Service providers help service consumers achieve outcomes. C. Outcomes help service consumers achieve outputs. D. Helping service consumers achieve outcomes reduces service provider costs. |
| B |
| 22. Which statement about outcomes is CORRECT? |
| A. An outcome can be enabled by more than one output. B. Outcomes are how the service performs. C. An output can be enabled by one or more outcomes. D. An outcome is a tangible or intangible activity. |
| A |
| 23. Which role approves the cost of services? |
| A. User. B. Change authority. C. Sponsor. D. Customer. |
| C |
| 24. What is warranty? |
| A. Assurance that a product or service will meet agreed requirements. B. The amount of money spent on a specific activity or resource. C. The functionality offered by a product or service to meet a particular need. D. The perceived benefits, usefulness and importance of something. |
| A |
| 25. Which service level metrics are BEST for measuring user experience? |
| A. Single system-based metrics. B. Metrics for the percentage of uptime of a service. C. Operational metrics. D. Metrics linked to defined outcomes. |
| D |
| 26. What defines the requirements for a service and takes responsibility for the outcomes of service consumption? |
| A. An IT asset. B. A customer. C. A configuration item (CI). D. A user. |
| B |
| 27. A user is [?] that uses services. |
| A. An organization. B. A role. C. A team. D. A supplier. |
| B |
| 28. How does a service consumer contribute to the reduction of risk? |
| A. By paying for the service. B. By managing server hardware. C. By communicating constraints. D. By managing staff availability. |
| C |
| 29. Which is part of service provision? |
| A. The management of resources configured to deliver the service. B. The management of resources needed to consume the service. C. The grouping of one or more services based on one or more products. D. The joint activities performed to ensure continual value co-creation. |
| A |
| 30. What is a service? |
| A. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. B. A tangible or intangible deliverable of an activity. C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives. D. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. |
| D |
| 31. Which statement about outcomes is CORRECT? |
| A. They are deliverables provided to service consumers. B. They provide products to service providers based on outputs. C. They co-create value for service providers by reducing costs and risks. D. They allow service consumers to achieve a desired result. |
| D |
| 32. Which is a risk that might be removed from a service consumer by an IT service? |
| A. Security breach. B. Service provider ceasing to trade. C. Failure of server hardware. D. Cost of purchasing servers. |
| A |
| 33. Which action is performed by a service provider? |
| A. Ensuring access to agreed resources. B. Requesting required service actions. C. Authorizing budget for service consumption. D. Receiving of the agreed goods. |
| A |
| 34. Which statement about service Relationship Management is CORRECT? |
| A. It requires co-operation of both the service provider and service consumer. B. It focuses on the service actions performed by users. C. It requires the service consumer to create resources for the service provider. D. It focuses on the fulfilment of the agreed service actions. |
| A |
| 35. Which statement about outcomes is CORRECT? |
| A. Outcomes rely on outputs to deliver results for a stakeholder. B. Outcomes use activities to produce tangible or intangible deliverables. C. Outcomes give service consumers assurance of products or services. D. Outcomes help a service consumer to assess the cost of a specific activity. |
| A |
| 36. What is the definition of warranty? |
| A. A means of determining whether a service is fit for use. B. A means of identifying a result for a stakeholder. C. A means of determining whether a service is fit for purpose. D. A means of identifying events that could cause harm or loss. |
| A |