A.  

Number and impact of incidents and performance deviations

B.  

Quality of the resources and services sourced from suppliers

C.  

Negative impact of changes on service availability and performance

D.  

Service performance against the agreed SLA targets

A.  

Acquire

B.  

Agree

C.  

Discover

D.  

Build

A.  

A result achieved by a stakeholder through the use of at least one output

B.  

A tangible or intangible deliverable created during a service activity

C.  

A specific task completed by the service provider as part of service delivery

D.  

A software product provided to the consumer by the service provider

A.  

Think and work holistically

B.  

Focus on value

C.  

Keep it simple and practical

D.  

Progress iteratively with feedback

A.  

The sum of the characteristics of a service that are relevant to its ability to satisfy stated and implied needs

B.  

The functionality provided by a product or service to meet a particular need

C.  

A documented agreement between a service provider and a customer

D.  

The assurance that a service will meet agreed requirements and is fit for use

A.  

Lack of staff availability in the consumer organization

B.  

The service provider ceasing to operate

C.  

Failure of hardware owned and managed by the consumer

D.  

Requirement for consumer staff training to use the service effectively

A.  

Deliver

B.  

Support

C.  

Operate

D.  

Transition

A.  

Transfer of goods

B.  

Service action

C.  

Access to resources

D.  

Service offering

A.  

A combination of digital resources that provide consumer value

B.  

Actions enabling value through digital products without transferring ownership

C.  

Actions performed by a service provider or jointly with a consumer

D.  

Consumer’s access to a provider’s resources according to agreed terms

A.  

Ensuring everyone involved in the initiative agrees about it before initiating

B.  

Making decisions about the initiative on visible data

C.  

Considering different methods of communication for the different audiences

D.  

Communicating information about the initiative to other parts of the organization

A.  

Monitor

B.  

Evaluate

C.  

Direct

D.  

Engage stakeholders

A.  

Information and technology

B.  

Partners and suppliers

C.  

Organizations and people

D.  

Value streams and processes

A.  

A set of organizational capabilities designed for performing work or accomplishing an objective

B.  

A system by which the current and future use of digital technology is governed

C.  

A model representing how all the components and activities of an organization work together to facilitate value creation through digital products and services

D.  

The entire set of activities that create value through the provision of a product or service

A.  

By eliminating external dependencies altogether

B.  

By creating new value streams for every product or service

C.  

By improving the management practices that support and enable value streams

D.  

By directly controlling variability in workflows

A.  

Each dimension on its own is sufficient to achieve the desired outcomes

B.  

All Four Dimensions are critical to effective and efficient facilitation of value

C.  

All Four Dimensions apply only to product design and not to management practices

D.  

All Four Dimensions focus mainly on the activities of the service value chain

A.  

To describe how service providers, service consumers, and other parties interact with AI to co-create value

B.  

To describe how organizations can assess and develop capabilities for effective use of AI

C.  

To prescribe specific AI technologies required for service development and management

D.  

To measure the performance of AI-enabled services against predefined service levels

A.  

Solutions should be designed to handle exceptions through rules

B.  

Every product should include as many features as possible to handle all exceptions

C.  

All exceptions must be addressed with unique and detailed processes

D.  

Add as many steps as possible to ensure every exception is fully controlled

A.  

Align service offerings with organizational strategy

B.  

Develop and integrate functional solutions

C.  

Resolve incidents and ensure disaster recovery

D.  

Provide services and manage user onboarding/offboarding

A.  

A set of organizational resources and capabilities to achieve an objective

B.  

A series of steps an organization undertakes to enable value for consumers through management of products and services

C.  

A tangible or intangible deliverable of an activity

D.  

A configuration of an organization’s resources designed to offer value for a consumer

A.  

It focuses mainly on operational efficiency and uses standardized contracts

B.  

It focuses on the operational and tactical levels, not on the strategic level

C.  

It provides commercial off-the-shelf services for a wide range of consumers

D.  

It involves bespoke services with a focus on innovation and growth

A.  

The service will meet the agreed requirements

B.  

The service will continually meet requirements for environmental responsibility

C.  

The service delivers the required functionality to meet business needs

D.  

The service supports the performance of the consumer

A.  

Acquire

B.  

Build

C.  

Discover

D.  

Deliver

A.  

Value streams are enabled and supported by the organization’s value chain

B.  

Value streams should exclude suppliers

C.  

Value streams continue to evolve over time

D.  

Value streams can involve multiple practices