- (Exam Topic 3)
Which two are considered part of the ‘organizations and people’ dimension of service management?
* 1.Systems of authority
* 2.Culture
* 3. Relationships between organizations
* 4.Workflows

1. A. 1 and 2
2. B. 2 and 3
3. C. 3 and 4
4. D. 1 and 4

Correct Answer: A

- (Exam Topic 4)
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

1. A. Analysis Paralysis
2. B. Direct observation
3. C. Minimum viable product
4. D. Feedback loop

Correct Answer: D

- (Exam Topic 1)
Which is NOT a key focus of the 'information and technology' dimension?

1. A. Workflow management and inventory systems
2. B. Communication systems and knowledge bases
3. C. Roles and responsibilities
4. D. Security and compliance

Correct Answer: C

- (Exam Topic 2)
Which practice provides support for managing feedback, compliments and complaints from users?

1. A. Change control
2. B. Service request management
3. C. Problem management
4. D. Incident management

Correct Answer: B

- (Exam Topic 3)
Which describes a CORRECT approach to change authorization?

1. A. Changes included in the change schedule are pre-authorized and do not need additional authorization
2. B. formal changes should be assessed and authorized before they are deployed
3. C. Emergency changes should be authorized by as many people as possible to reduce risk
4. D. formal changes are typically implemented as service requests and authorized by the service desk

Correct Answer: B