What is a characteristic of a process?

A. It requires a specific tool
B. It is performance driven and measurable
C. It provides generic technical skills and resources
D. It does not react to a specific trigger

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Which is a reason why incident management interfaces with service level management?

A. To ensure that problem records are circulated to all customers
B. To ensure that the status of faulty configuration items (CI) is recorded
C. To ensure that incident resolution times are aligned with business needs
D. To ensure that incident workarounds are acceptable to the customers

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Which of the following is an example of proactive problem management?

A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B. Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist
C. Suspicion or detection of a cause of one or more incidents by the service desk
D. Trending of historical incident records to identify one or more underlying causes

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What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?

A. an emergency change
B. an alert
C. an emergency event
D. a request for change

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Which statement about change management is CORRECT?

A. It optimizes overall business risk
B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process

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Which tool helps with defining accountability and responsibility within processes?

A. A CSI register
B. A project charter
C. A RACI model
D. A communications plan

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Which is one of the five aspects of service design?

A. Management information systems and tools
B. Risk analysis and management approach
C. Management policy for business case creation
D. Corporate governance and policy

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Where should all master copies of controlled software and documentation be stored?

A. In the definitive capacity library
B. In the definitive media library
C. In the definitive security library
D. In the definitive production library

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Which statement about the known error database (KEDB) is CORRECT?

A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management and is used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem management

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Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

A. Continual service improvement
B. Service operation
C. Service strategy
D. Service design

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