Identify the missing word(s) in the following sentence.
Service management is a set of specialized organizational [?] for enabling value for custom-
ers in the form of services. - ANSWER Capabilities
What is the definition of a configuration item? - ANSWER Any component that needs to
be managed in order to deliver an IT service
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to
a service or reduction in the quality of a service. - ANSWER Unplanned
What is the purpose of the 'change enablement' practice? - ANSWER 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.
What is the purpose of the 'deployment management' practice? - ANSWER Moving new
or changed hardware, software, documentation, processes, or any other service component
to live environments.
What is the purpose of the 'service level management' practice? - ANSWER Setting clear
business-based targets for service performance so that the delivery of a service can be
properly assessed, monitored, and managed against these targets.
What is defined as the practice of planning and managing the full lifecycle of all IT assets? -
ANSWER IT asset management
1
, Identify the missing word in the following sentence. [?] management is the practice of mini-
mizing the negative impact of incidents by restoring normal service operation as quickly as
possible. - ANSWER Incident
Dion Training has just hired three new staff members. The IT department at Dion Training
has created new accounts for the new staff members on the domain controller and allocated
10 GB of storage on the company's internal file server per staff member. What term best de-
scribes these activities performed by the IT department? - ANSWER Service provision
Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed
on a service consumer. For example, outsourcing a service to a service provider may remove
the need for the consumer to have their own IT infrastructure, but it may require them to
install a faster Internet connection to reach the service provider's servers instead. - AN-
SWER Costs
Your organization has recently installed a brand new accounting program. The program has
many functions including one that creates a report that shows the 'Profit and Loss (P&L)'
metrics for the month. What term best describes the P&L report that is produced each
month? - ANSWER Output
Your organization is currently designing a new service for implementation. The team design-
ing the service has decided to focus on value during the design efforts. What best describes
'focus on value' in this context? - ANSWER Guiding principle
Which guiding principle may best be served by understanding the cost and financial conse-
quences that a service consumer might face when choosing to use a service? - ANSWER
Focus on value
Which guiding principle states that there is likely something in the current services, pro-
cesses, programs, projects, or organization that can be used to create the desired outcome
for a new or redesigned service? - ANSWER Start where you are
2
Service management is a set of specialized organizational [?] for enabling value for custom-
ers in the form of services. - ANSWER Capabilities
What is the definition of a configuration item? - ANSWER Any component that needs to
be managed in order to deliver an IT service
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to
a service or reduction in the quality of a service. - ANSWER Unplanned
What is the purpose of the 'change enablement' practice? - ANSWER 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.
What is the purpose of the 'deployment management' practice? - ANSWER Moving new
or changed hardware, software, documentation, processes, or any other service component
to live environments.
What is the purpose of the 'service level management' practice? - ANSWER Setting clear
business-based targets for service performance so that the delivery of a service can be
properly assessed, monitored, and managed against these targets.
What is defined as the practice of planning and managing the full lifecycle of all IT assets? -
ANSWER IT asset management
1
, Identify the missing word in the following sentence. [?] management is the practice of mini-
mizing the negative impact of incidents by restoring normal service operation as quickly as
possible. - ANSWER Incident
Dion Training has just hired three new staff members. The IT department at Dion Training
has created new accounts for the new staff members on the domain controller and allocated
10 GB of storage on the company's internal file server per staff member. What term best de-
scribes these activities performed by the IT department? - ANSWER Service provision
Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed
on a service consumer. For example, outsourcing a service to a service provider may remove
the need for the consumer to have their own IT infrastructure, but it may require them to
install a faster Internet connection to reach the service provider's servers instead. - AN-
SWER Costs
Your organization has recently installed a brand new accounting program. The program has
many functions including one that creates a report that shows the 'Profit and Loss (P&L)'
metrics for the month. What term best describes the P&L report that is produced each
month? - ANSWER Output
Your organization is currently designing a new service for implementation. The team design-
ing the service has decided to focus on value during the design efforts. What best describes
'focus on value' in this context? - ANSWER Guiding principle
Which guiding principle may best be served by understanding the cost and financial conse-
quences that a service consumer might face when choosing to use a service? - ANSWER
Focus on value
Which guiding principle states that there is likely something in the current services, pro-
cesses, programs, projects, or organization that can be used to create the desired outcome
for a new or redesigned service? - ANSWER Start where you are
2
