What is the definition of service management? - ANSWER A set of specialized organiza-
tional capabilities for enabling value to customers
Identify the missing word(s) in the following sentence. A user is a person who uses [?]. - AN-
SWER Services
What is the definition of a change? - ANSWER The addition, modification, or removal of
anything that could have a direct or indirect effect on services
What is defined as a cause, or potential cause, of one or more incidents? - ANSWER Prob-
lem
What is the purpose of the 'IT asset management' practice? - ANSWER Planning and
managing the full lifecycle of all IT assets
What is the purpose of the 'continual improvement' practice? - ANSWER Aligning an or-
ganization's practices and services with changing business needs through the ongoing identi-
fication and improvement of all elements involved in the effective management of products
and services
What is defined as the practice of protecting an organization by understanding and manag-
ing risks to the confidentiality, integrity, and availability of information? - ANSWER Infor-
mation security management
What is defined as the practice of ensuring that an organization's suppliers and their perfor-
mance levels are managed appropriately to support the provision of seamless quality prod-
ucts and services? - ANSWER Supplier management
1
, Identify the missing word in the following sentence. [?] management is the practice of re-
ducing the likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors. - ANSWER Problem
Dion Training has outsourced the development of a mobile application to support their stu-
dents' learning while on the go. Instead of paying a fixed-fee for the development though,
Dion Training has negotiated with the developers to instead pay them a royalty fee for each
student who logs into the service through their smartphone app. To control costs, Dion
Training has decided to only allow students on their higher membership levels to be given
access to the application. Which of the following terms best describes the activities per-
formed by Dion Training in this example? - ANSWER Service consumption
What term best describes a service that is 'fit for purpose'? - ANSWER Utility
Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs. - AN-
SWER Outcome
Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all
circumstances and will guide organizations when adopting service management. - AN-
SWER Recommendations
Fill in the blank. According to the guiding principles, "Everything that the organization does
needs to map, directly or indirectly, to [?] for the stakeholders. - ANSWER Value
Which guiding principle says that the current state should be investigated and observed di-
rectly to make sure it is fully understood before you attempt to create a brand new service
or process? - ANSWER Start where you are
Which guiding principle recognizes the complexity of a system and seeks to understand the
relationships between the various components that make up a service? - ANSWER Think
and work holistically
2
tional capabilities for enabling value to customers
Identify the missing word(s) in the following sentence. A user is a person who uses [?]. - AN-
SWER Services
What is the definition of a change? - ANSWER The addition, modification, or removal of
anything that could have a direct or indirect effect on services
What is defined as a cause, or potential cause, of one or more incidents? - ANSWER Prob-
lem
What is the purpose of the 'IT asset management' practice? - ANSWER Planning and
managing the full lifecycle of all IT assets
What is the purpose of the 'continual improvement' practice? - ANSWER Aligning an or-
ganization's practices and services with changing business needs through the ongoing identi-
fication and improvement of all elements involved in the effective management of products
and services
What is defined as the practice of protecting an organization by understanding and manag-
ing risks to the confidentiality, integrity, and availability of information? - ANSWER Infor-
mation security management
What is defined as the practice of ensuring that an organization's suppliers and their perfor-
mance levels are managed appropriately to support the provision of seamless quality prod-
ucts and services? - ANSWER Supplier management
1
, Identify the missing word in the following sentence. [?] management is the practice of re-
ducing the likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors. - ANSWER Problem
Dion Training has outsourced the development of a mobile application to support their stu-
dents' learning while on the go. Instead of paying a fixed-fee for the development though,
Dion Training has negotiated with the developers to instead pay them a royalty fee for each
student who logs into the service through their smartphone app. To control costs, Dion
Training has decided to only allow students on their higher membership levels to be given
access to the application. Which of the following terms best describes the activities per-
formed by Dion Training in this example? - ANSWER Service consumption
What term best describes a service that is 'fit for purpose'? - ANSWER Utility
Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs. - AN-
SWER Outcome
Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all
circumstances and will guide organizations when adopting service management. - AN-
SWER Recommendations
Fill in the blank. According to the guiding principles, "Everything that the organization does
needs to map, directly or indirectly, to [?] for the stakeholders. - ANSWER Value
Which guiding principle says that the current state should be investigated and observed di-
rectly to make sure it is fully understood before you attempt to create a brand new service
or process? - ANSWER Start where you are
Which guiding principle recognizes the complexity of a system and seeks to understand the
relationships between the various components that make up a service? - ANSWER Think
and work holistically
2
