What is the step after 'where do we want to be' in the continual improvement model?

• What is the vision
• How do we get there
• Did we get there
• Where do we want to be

What is a normal change?

• A change that doesn't need risk assessment because the procedure has been pre-authorized
• A change that is routine in nature, is fully doucmented, and the risks are well understood
• A change that doesn't need risk assessment because it is required to resolve an incident
• A change that is assessed, authorized, and scheduled as part of 'continual improvement'

You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?

• Standard
• Normal
• Emergency
• Routine

What is usually included as part of 'incident management'?

• Authority to implement changes to a system
• Observation of all services and service components to identify any changes in state
• Detailed procedures for the diagnosis of incidents
• Use of specialized knowledge for complecated incidents

Which practice would include a formalized process for logging unplanned interruptions to a service?

• Incident management
• Change management
• Problem management
• Service level management

During incident management, what is it called when the incident is passed on to the next higher level of technician?

• Promotion
• Escalation
• Postponement
• Reduction

In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

• Engage
• Improve
• Design and transition
• Deliver and support

Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don't have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?

• Incident
• Workaround
• Problem
• Known-error

What is NOT a phase in problem management?

• Problem Identification
• Problem Control
• Incident analysis
• Error control

How does 'service request management' contribute to the 'obtain/build' value chain activity?

• It analyzes data to indentify opportunities to provide new services request option
• It collects user-specific requirements, set expectations, and provide status updates
• By initiating standard changes to fulfill service requests
• It acquires pre-approved service components to help fulfill service requests