- (Exam Topic 2)
Which practice provides visibility of the organization's services by capturing and reporting on service performance?

1. A. Service desk
2. B. Service level management
3. C. Service request management
4. D. Service configuration management

Correct Answer: B

- (Exam Topic 3)
Which TWO types of competence are MOST important 'or service desk staff?
* 1. Knowledge of business processes
* 2. Collaboration skills
* 3. Advanced technical knowledge
* 4. Workflow design skills

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

Correct Answer: A

- (Exam Topic 3)
A service offering may include, access to resources, and service actions, which is an example of a service action?

1. A. A mobile phone enables a user to work remotely
2. B. A password allows a user connect to a Wifi network
3. C. A license allows a user to install a software product
4. D. A service desk agent provides support to user.

Correct Answer: D

- (Exam Topic 2)
What is an event?

1. A. The addition, modification, or removal of anything that could have a direct or indirect effect on services
2. B. Any change of state that has significance for the management of a service or other configuration item
3. C. Cause of one or more incidents
4. D. An unplanned interruption to a service or reduction in the quality of a service

Correct Answer: B

- (Exam Topic 1)
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

1. A. Each iteration should be designed before starting the initiative and implemented without feedback
2. B. Feedback should only be taken into account when one iteration fails to meet its objective
3. C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
4. D. Each iteration should be continually re-evaluated based on feedback

Correct Answer: D