Which is the correct combination of Service Management terms across the Lifecycle?

A. 1-A, 2-B, 3-C, 4-D
B. 1-C, 2-D, 3-A, 4-B
C. 1-C, 2-B, 3-A, 4-D
D. 1-B, 2-C, 3-D, 4-A

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Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty

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Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

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In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation

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The group that authorizes changes that must be installed faster than the normal process is called the?

A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)

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Which of the following statements is INCORRECT?

A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
D. The SKMS can include user skill levels

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Which of the following is NOT an example of Self-Help capabilities?

A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software

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The goal of which process is: “To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle”?

A. Knowledge Management
B. Availability Management
C. Service Asset and Configuration Management
D. Change Management

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Which of the following is an example of self-help capabilities?

A. Menu-driven range of facilities used to access service requests
B. Calls to the service desk to register standard changes
C. A software update downloaded automatically to all laptops in an organization
D. Software to allow programmers to debug code

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Which of the following statements about incident reporting and logging is CORRECT?

A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
D. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

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