What is the definition of a service? - ANSWER A means of enabling value co-creation by
facilitating outcomes that customers want to achieve, without the customer having to man-
age specific costs and risks.
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product
or service to meet a particular need. - ANSWER Functionality
Identify the missing word in the following sentence. [?] is the practice of ensuring that risks
are properly assessed, authorizing changes to proceed, and managing a change schedule in
order to maximize the number of successful IT changes. - ANSWER Change enablement
Identify the missing word(s) in the following sentence. An event is any change of state that
has significance for the management of a(n) [?] or other configuration items. - ANSWER
Service
What is the purpose of the 'information security management' practice? - ANSWER Pro-
tecting an organization by understanding and managing risks to the confidentiality, integrity,
and availability of information.
What is the purpose of the 'monitoring and event management' practice? - ANSWER Sys-
tematically observing services and service components and recording and reporting selected
changes of state identified as events.
What is the purpose of the 'incident management' practice? - ANSWER Minimizing the
negative impact of incidents by restoring normal service operation as quickly as possible.
1
, What is defined as the practice of ensuring that accurate and reliable information about the
configuration of services, and the configuration items that support them, is available when
and where needed? - ANSWER Service configuration management
Identify the missing word in the following sentence. The [?] is the practice of capturing de-
mand for incident resolution and service requests. - ANSWER Service desk
Dion Training has decided to offer two membership levels to their training programs. The
first membership level includes all of their video courses, practice exams, and study guides
for a single monthly fee. This plan does not provide the students with the actual exam
voucher to take the certification exams, though. What term best describes this membership
level which provides several services for a single price? - ANSWER A service offering
Which describes outputs? - ANSWER Tangible or intangible deliverables
What term best describes a person or a group of people that has its own functions with re-
sponsibilities, authorities, and relationships to achieve its objectives? - ANSWER Organi-
zation
Which describes the nature of the guiding principles? - ANSWER A guiding principle is de-
fined as a recommendation used as guidance in all circumstances
Which guiding principle is most affected by the customer experience (CX)? - ANSWER Fo-
cus on value
Dion Training Solutions wants to build a new service to automatically fulfill exam voucher or-
ders for students. Currently, exam vouchers are fulfilled manually by a staff member once
the order is received from the student by copying and pasting the voucher number from a
spreadsheet into an email template and sending out the email to the students. Before at-
tempting to automate this fulfillment process, the team lead takes an inventory of the cur-
rent services, processes, and procedures that are being used by the voucher fulfillment team
to see if they might be able to be reused. What guiding principle best describes this sce-
nario? - ANSWER Start where you are
2
facilitating outcomes that customers want to achieve, without the customer having to man-
age specific costs and risks.
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product
or service to meet a particular need. - ANSWER Functionality
Identify the missing word in the following sentence. [?] is the practice of ensuring that risks
are properly assessed, authorizing changes to proceed, and managing a change schedule in
order to maximize the number of successful IT changes. - ANSWER Change enablement
Identify the missing word(s) in the following sentence. An event is any change of state that
has significance for the management of a(n) [?] or other configuration items. - ANSWER
Service
What is the purpose of the 'information security management' practice? - ANSWER Pro-
tecting an organization by understanding and managing risks to the confidentiality, integrity,
and availability of information.
What is the purpose of the 'monitoring and event management' practice? - ANSWER Sys-
tematically observing services and service components and recording and reporting selected
changes of state identified as events.
What is the purpose of the 'incident management' practice? - ANSWER Minimizing the
negative impact of incidents by restoring normal service operation as quickly as possible.
1
, What is defined as the practice of ensuring that accurate and reliable information about the
configuration of services, and the configuration items that support them, is available when
and where needed? - ANSWER Service configuration management
Identify the missing word in the following sentence. The [?] is the practice of capturing de-
mand for incident resolution and service requests. - ANSWER Service desk
Dion Training has decided to offer two membership levels to their training programs. The
first membership level includes all of their video courses, practice exams, and study guides
for a single monthly fee. This plan does not provide the students with the actual exam
voucher to take the certification exams, though. What term best describes this membership
level which provides several services for a single price? - ANSWER A service offering
Which describes outputs? - ANSWER Tangible or intangible deliverables
What term best describes a person or a group of people that has its own functions with re-
sponsibilities, authorities, and relationships to achieve its objectives? - ANSWER Organi-
zation
Which describes the nature of the guiding principles? - ANSWER A guiding principle is de-
fined as a recommendation used as guidance in all circumstances
Which guiding principle is most affected by the customer experience (CX)? - ANSWER Fo-
cus on value
Dion Training Solutions wants to build a new service to automatically fulfill exam voucher or-
ders for students. Currently, exam vouchers are fulfilled manually by a staff member once
the order is received from the student by copying and pasting the voucher number from a
spreadsheet into an email template and sending out the email to the students. Before at-
tempting to automate this fulfillment process, the team lead takes an inventory of the cur-
rent services, processes, and procedures that are being used by the voucher fulfillment team
to see if they might be able to be reused. What guiding principle best describes this sce-
nario? - ANSWER Start where you are
2
