You are working as a Service Desk analyst. You just received a change request to create a new user account. What type of change would this be considered?
#162
Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best describes your manager's concerns?
#163
How should measures and metrics be used to measure your Service Level Management levels?
#164
[?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
#165
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
#166
What are typically recognized through notifications created by an IT service, CI or Monitoring tool?
#167
You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?
#168
Which statement about problems is CORRECT?
#169
What term best describes the perceived benefits, usefulness, and importance of something?
#170
Which step of the Continual Improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?
#171
Which is a purpose of the Service Desk practice?
#172
Which Guiding Principle recommends coordinating all dimensions of Service Management?
#173
What is the main benefit of following the Guiding Principle of Progress Iteratively with Feedback?
#174
Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.
#175
What is the definition of a customer?
#176
Which is included in the purpose of the Service Level Management practice?
#177
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.
#178
Which practice makes new services available for use?
#179
When should a workaround be created?
#180
Which practice recommends the use of event-based surveys to gather feedback from customers?
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