161. Which guiding principle helps to ensure that better information is available for decision making?

• A. Keep it simple and practical

• B. Think and work holistically

• C. Optimize and automate

• D. Collaborate and promote visibility

162. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

• A. Information security management

• B. Monitoring and event management

• C. Incident management

• D. Change control

163. Which describes a standard change?

• A. A change that needs to be scheduled, assessed and authorized following a defined process

• B. A change that is typically implemented as a service request

• C. A high-risk change that needs very thorough assessment

• D. A change that must be implemented as soon as possible

164. How does information about problems and known errors contribute to 'incident management'?

• A. It enables quick and efficient diagnosis of incidents

• B. It removes the need for regular customer updates

• C. It removes the need for collaboration during incident resolution

• D. It enables the reassessment of known errors

165. Which practice owns and manages issues, queries and requests from users?

• A. Incident management

• B. Service desk

• C. Change control

• D. Problem management

166. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

• A. An IT asset

• B. A customer

• C. A configuration item (CI)

• D. A user

167. Which stakeholders co-create value in a service relationship?

• A. Investor and supplier

• B. Consumer and provider

• C. Provider and supplier

• D. Investor and consumer

168. Which describes normal changes?

• A. Changes that are low-risk and pre-authorized

• B. Changes that need to be scheduled and assessed following a process

• C. Changes that are typically initiated as service requests

• D. Changes that must be implemented as soon as possible

169. What is the expected outcome from using a service value chain?

• A. Service value streams

• B. Customer engagement

• C. Value realization

• D. The application of practices

170. Which statement about outcomes is CORRECT?

• A. Outcomes are one or more services that fulfill the needs of a service consumer

• B. Service providers help service consumers achieve outcomes

• C. Outcomes help service consumers achieve outputs

• D. Helping service consumers achieve outcomes reduces service provider costs