1) Identify the missing in the following sentence.
A customer is a person who defines the requirements for a service and takes responsibility for the
---------------------- service of consumption
a) output
b) outcomes
c) costs
d) risks
2) Which of these include managing as service that include person that are configured to deliver a service
a) service relationship management
b) service provision
c) service level management
d) service consumption
3) Identify the missing in the following sentence.
A service means of a value co-creation by facilitating ----------------- the customers want to achieve
a) the warranty
b) outcomes
c) utility
d) outputs
4) Which two concepts are within the scope of the "Organization and people" dimension of services management:
1. Role 2. Applications 3. Contracts 4. Culture
a) 1 & 2
b) 2 & 3
c) 3 & 4
d) 1 & 4
5) What is the best description of an organization
a) Any private company that acts as service provider
b) Any Person or group of people that acts a service consumer
c) Any person or group of people that is responsible for what it achieves
d)Any private company or public body
6) What role do services providers and service consumers have in relation to risk?
a) Consumers help service providers to achieve outcomes, which reduces service provider risk
b) Consumers should manage the detailed level of risk on behalf of service provider
c)Service providers help consumers to achieve outcomes which eliminates consumer risk
d) Service providers should manage the detailed level of risk on behalf of consumer
7) Which dimension of service management includes an integrated and coordinated way to deliver services?
a) Organizations and People
b) Information and Technology
c) Partners and Suppliers
d) Value streams and processes
8) Which is NOT a key focus of the "Information and Technology" dimension?
a) Security and Compliance
b) Communication systems and knowledge bases
c) Workflow management and inventory systems
d) Roles and responsibilities
9) A service provider describes a package that includes a laptop with software, licenses and support. What is this package example of ?
a) Value
b) An outcome
c) Warranty
d) A service offering
10) What considerations influence the supplier strategy of an organization?
a) Contracts and Agreements
b) Type of cooperation with suppliers
c) corporate culture of the Organization
d) Level of formality
11) What does service consumption include?
a) Using the service provider's resources
b) Configuring the service providers resources
c) Ensuring continual value co-creation
d) Providing access to resources for users
12) What is an Output?
a) An Amount of money spent on an activity
b) A result for a stakeholder enabled by a deliverable
c) A deliverable from any activity
d) A Potential issue that could impact a service
13) Which term describes what a service does?
a) Warranty
b) Value
c) Utility
d) Service Relationships
14) Which dimension of service management encompasses contracts and relationships?
a) Organizations and People
b) Information and Technology
c)Partners and Suppliers
d) Values streams and processes
15) Identify the missing in the following sentence.
"Service management" is a set of specialized organizational capabilities for enabling value for customers in the form of
a) practices
b) Warranty
c) Services
d) IT assets
16) What is an output?
a) A change of state that has significance for the management of a configuration items
b) A possible event that could cause harm or loss
c) A result for stakeholder
d) Something created by carrying out an activity
17) Which service management dimension is focused on activities and how these are coordinated?
a) Organizations and People
b) Information and Technology
c) Partners and Suppliers
d) Values streams and processes
18) What are two type of costs that service consumer should evaluate
a) The price of service, the cost of creating the services
b) The costs removed by the service and the cost imposed by the services
c)The cost of provision the service and the cost of improving the service
d) The cost of software and the cost of the hardware
19) What is the definition of Warranty?
a) Tangible or intangible deliverables that is produced by carrying out an activity
b) The assurance that product or services will meet agreed requirements
c) A possible event that could cause harm or loss or make difficult to achieve objectives
d) The functionality offered by product or service to meet a particular need
20) What describes outcomes?
a) Tangible or intangible deliverables
b) Functionality offered by a product or service
c) Results desired by a stake holder
d) Configuration of an Organization resources
21) Which term describes functionality offered by a service?
a) Warranty
b) Cost
c) Utility
d) Risk
22) Which role authorizes the budget for service consumption?
a) Customer
b) User
c) Sponsor
d) Service Provider
23) Which dimension of service management considers governance, management and communication?
a) Organization and People
b) Information and Technology
c) Partners and suppliers
d) Values streams and processes
24) What is a means of enabling value co-creation by facilitating outcomes that customers want to acheive
a) A service
b) An output
c) A Practise
25 )what is the definition of a user?
a) A person who uses services
b) A person who defines the requirements for a service
c) A person who uses suppliers
d) A Person who authorizes budget for service consumption
26) What is co-created through active collaboration between providers and consumers?
a) Utility
b)Value
c)Risk
d)Warranty
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