How does categorization of incidents assist incident management

• It helps direct the incident to the correct support area
• It determines the priority assigend to the incident
• It ensures that incident are resolved in times agreed with the customer
• It determines how the service provider is perceived

What is the definition of utility?

• The assurance that a product or service will meet agreed requirements
• A possible event that could cause harm or loss, or make it more difficult to achieve objectives
• The functionality offered by a product or service to meet a perticular need
• A tangible or intangible deliverable that is produced by carrying out an activity

Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

• Outcome
• Cost
• Outputs
• Benefits

What is the definition of an IT asset?

• A perticular set of settings or options on a given piece of equipement
• Any valuable component that can be contribute to the delivery of an IT product or service
• A means of enabling value co-creation by facilitating outcomes that customer wants to achieve, without the customer having to manage specific costs and risks
• Any component that needs to be managed in order to deliver an IT service

Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.

• Product
• Outputs
• Asset
• Configuration Item

What is the purpose of the 'relationship management' practice?

• Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
• Supporting the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
• Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
• Ensuring that an organization's suppliers and their performance leves are managed appropriately to support the provision of seamless quality products and services

What is the purpose of the 'problem management' practice?

• Ensuring that services deliver agreed levels of availability or that change can be assessed
• Supporting the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
• Minimizing the negative impact of incidents by restoring normal service as quickly as possible
• Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known-errors

Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

• Availability
• Event
• Incident
• Problem

What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?

• Service level management
• Service request management
• Continaul improvement
• Capacity and performance management

Identify the missing word in the following sentence. Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

• Capacity
• Availability
• Request
• Level