Which of the four dimensions focuses on managing data in compliance with industry regulations?


A. Partners and suppliers
B. Organizations and people
C. Value streams and processes
D. Information and technology

Which is an example of a service request?


A. A request for normal operation to be restored
B. A request to implement a security patch
C. A request for access to a file
D. A request to investigate the cause of an incident

Which is a key requirement for a successful service level agreements (SLAs)?


A. They should be written using language and terms which all parties will understand
B. They should be based on system-based metrics which are useful to the service provider
C. They should be carried forward, unchanged, from one year to the next to enable consistent service
D. They should avoid ambiguous targets such as those relating to user experience

Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by
identifying actual and potential causes of incidents, and managing workarounds and [?].


A. events
B. changes
C. IT assets
D. known errors

Which practice ensures that a variety of access channels are available for users to report issues?


A. Service desk
B. Service level management
C. Incident management
D. Change enablement

What term is used to describe the functionality of a service?


A. Output
B. Outcome
C. Utility
D. Warranty

Which is CORRECT about change authorization?


A. A change authority is assigned each time a standard change is requested
B. Emergency changes are authorized by the technician making the change
C. Assignment of the change authority is based on the change type and model
D. The change authority will ensure changes are authorized after they are deployed

Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills


A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

For which purpose would the continual improvement practice use a SWOT analysis?


A. Understanding the current state
B. Defining the future desired state
C. Tracking and managing ideas
D. Ensuring everyone actively participates

Which activity is NOT recommended by the 'start where you are' guiding principle?


A. Involving people who are not familiar with a service when observing and assessing its activities
B. Applying risk management when considering to introduce new processes
C. Using source data to avoid any unintentional data distortion round in reports
D. Discarding existing processes before assessing their usefulness