What should all 'continual improvement' decisions be based on?

• Details of how services are measured

• Accurate and carefully analysed data

• An up-to-date balanced scorecard

• A recent maturity assessment

Which is the purpose of the 'monitoring and event management' practice?

• To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

• To systematically observe services and service components, and record and report selected changes of state

• To protect the information needed by the organization to conduct its business

• To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

What is the effect of increased automation on the 'service desk' practice?

• Greater ability to focus on customer experience when personal contact is needed

• Decrease in self-service incident logging and resolution

• Increased ability to focus on fixing technology instead of supporting people

• Elimination of the need to escalate incidents to support teams

How does customer engagement contribute to the 'service level management' practice?

1. It captures information that metrics can be based on

2. It ensures the organization meets defined service levels

3. It defines the workflows for service requests

4. It supports progress discussions

• 1 and 2

• 2 and 3

• 3 and 4

• 1 and 4

Which practice provides support for managing feedback, compliments and complaints from users?

• Change control

• Service request management

• Problem management

• Incident management

Which practice may involve the initiation of disaster recovery?

• Incident management

• Service request management

• Service level management

• IT asset management

What type of change is MOST likely to be managed by the 'service request management' practice?

• A normal change

• An emergency change

• A standard change

• An application change

Which statement about change authorization is CORRECT?

• A change authority should be assigned to each type of change and change model

• Centralizing change authorization to a single person is the most effective means of authorization

• The authorization of normal changes should be expedited to ensure they can be implemented quickly

• Standard changes are high risk and should be authorized by the highest level of change authority

Identify the missing word in the following sentence.

A known error is a problem that has been _______ and has not been resolved.

• logged

• analysed

• escalated

• closed

Which statement about known errors and problems is CORRECT?

• Known error is the status assigned to a problem after it has been analysed

• A known error is the cause of one or more problems

• Known errors cause vulnerabilities, problems cause incidents

• Known errors are managed by technical staff, problems are managed by service management staff