- (Exam Topic 3)
Which statement about the 'optimize and automate' guiding principle is CORRECT?

1. A. Activities should be automated before they are optimized
2. B. Automation is best applied to non-standard tasks
3. C. Technology eliminates the need for human intervention
4. D. Automation frees human resources for more complex activities

Correct Answer: D

- (Exam Topic 3)
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

1. A. Incident management
2. B. Change enablement
3. C. Service level management
4. D. Continual improvement

Correct Answer: A

- (Exam Topic 3)
Which is included in the purpose of the 'change enablement' practice?

1. A. Make new and changed services available for use
2. B. Ensure that risks have been property assessed
3. C. Record and report selected changes of state
4. D. Plan and manage the full lifecycle of all IT assets

Correct Answer: B

- (Exam Topic 2)
What is required by all service desk staff?

1. A. Excellent technical knowledge
2. B. Root cause analysis skills
3. C. Demonstration of emotional intelligence
4. D. Knowledge of telephony technology

Correct Answer: C

- (Exam Topic 2)
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?

1. A. It should always be used to support direct observation
2. B. It should always be used instead of direct observation
3. C. Measured data is always more accurate than direct observation
4. D. The act of measuring always positively impacts results

Correct Answer: A