- (Exam Topic 2)
Which practice is the responsibility of everyone in the organization?

1. A. Change control
2. B. Problem management
3. C. Service level management
4. D. Continual improvement

Correct Answer: D

- (Exam Topic 3)
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

1. A. Service level manager
2. B. Service desk agent
3. C. Change authority
4. D. Problem analyst

Correct Answer: B

- (Exam Topic 2)
Which is an example of a business related measurement?

1. A. The number of passengers checked in
2. B. The average time to response to change requests
3. C. The average resolution time for incidents
4. D. The number of problems resolved

Correct Answer: A

- (Exam Topic 1)
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

1. A. plans
2. B. measurement
3. C. process
4. D. tools

Correct Answer: B

- (Exam Topic 2)
Which guiding principle considers the importance of customer loyalty?

1. A. Progress iteratively with feedback
2. B. Focus on value
3. C. Optimize and automate
4. D. Start where you are

Correct Answer: B