- (Exam Topic 3)
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

1. A. Service desk
2. B. Continual improvement
3. C. Problem management
4. D. Incident management

Correct Answer: A

- (Exam Topic 2)
What is a change schedule used for?

1. A. To help plan emergency changes
2. B. To help authorize standard changes
3. C. To help assign a change authority
4. D. To help manage normal changes

Correct Answer: D

- (Exam Topic 2)
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

1. A. Service offering
2. B. Service provision
3. C. Service management
4. D. Service consumption

Correct Answer: C

- (Exam Topic 3)
Which activity is part of the ‘continual improvement practice?

1. A. handing compliments and complaints from user to identify improvements.
2. B. Improving relationships with and between stakeholders.
3. C. Prioritizing and creating business cases for improvement initiatives.
4. D. Identifying the cause unplanned interruptions to service.

Correct Answer: C

- (Exam Topic 2)
What should be done first when applying the 'focus on value' guiding principle?

1. A. Identify all suppliers and partners involved in the service
2. B. Determine the cost of providing the service
3. C. Identify the outcomes that the service facilitates
4. D. Determine who the service consumer is in each situation

Correct Answer: D