When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified B. As soon as a workaround for the problem has been identified C. As soon as the analysis of the frequency and impact of incidents justifies the change D. As soon as the analysis of cost, risks and benefits justifies the change
Which TWO statements about an organizations culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
When planning continual improvement, which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a single technique to ensure metrics are consistent B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C. An organization should always develop competencies in methodologies and techniques that will meet their needs D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
Which is a key requirement for a successful service level agreement?
A. It should be written in legal language B. It should be simply written and easy to understand C. It should be based on the service providers view of the service D. It should relate to simple operational metrics
Which describes a set of defined steps for implementing improvements?
A. The improve value chain activity B. The continual improvement register
C. The continual improvement model D. The engage value chain activity
Correct Answer: C