Which statement about emergency changes is CORRECT?


A. Emergency changes are low risk and well understood
B. Authorization of emergency changes may be deferred until after implementation
C. It is necessary to complete all documentation before an emergency change is implemented
D. Emergency changes are not usually recorded in the change schedule

Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding
principle?
1. It is important to assess which method of communication is appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the efficiency of manual processes.
4. It is important to understand the organization's objectives when assessing the impact of potential
improvements


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

What is defined as "any component that needs to be managed in order to deliver an IT service"?


A. An event
B. An IT asset
C. A configuration item
D. A change

Which is the BEST type of resource for investigating complex incidents?


A. Self-help systems
B. Knowledgeable support staff
C. Detailed work instructions
D. Disaster recovery plans

Which is included in the purpose of the 'improve' value chain activity?


A. Ensuring the continual improvement of practices across all value chain activities
B. Ensuring that services continually meet expectations for quality, costs, and time to market
C. Ensuring a shared understanding of the improvement direction for services across the organization
D. Ensuring continual engagement and good relationships with all stakeholders

Which of the following is included in the purpose of the 'continual improvement' practice?


A. The restoration of normal service operation as quickly as possible
B. The establishment of links between the organization and its stakeholders at strategic and tactical levels
C. The alignment of the organization's practices and services with changing business needs
D. The reduction of the likelihood and impact of incidents

Which service value chain activity deals with the purchase of new products?


A. Engage
B. Obtain/build
C. Plan
D. Improve

Which practice performs reviews to ensure that services continue to meet the needs of the customers?


A. Monitoring and event management
B. Service level management
C. Change enablement
D. Service desk

Which phase of problem management includes the regular re-assessment of the effectiveness of
workarounds?


A. Problem identification
B. Problem control
C. Error control
D. Problem analysis

Which statement about outcomes is CORRECT?


A. Outcomes enable products to be delivered to a stakeholder
B. An outcome defines the amount of money spent on technology for a service
C. An outcome depends on at least one output to deliver a result
D. Outcomes provide assurance to stakeholders on how a service performs