- (Exam Topic 3)
Which skill is required by the ‘service level management’ practice?

1. A. Supplier management
2. B. Technical expertise
3. C. Event monitoring
4. D. Problem management

Correct Answer: A

- (Exam Topic 3)
What type of change is MOST likely to be managed as a service request?

1. A. A standard change
2. B. A normal change
3. C. An emergency change
4. D. An organizational change

Correct Answer: B

- (Exam Topic 2)
Which statement about the known error database (KEDB) is CORRECT?

1. A. It is maintained by the service desk and updated with the details of each new incident
2. B. It is a part of the configuration management database (CMDB) and contains workarounds
3. C. It is maintained by problem management and is used by the service desk to help resolve incidents
4. D. It is maintained by incident management and contains solutions to be implemented by problem management

Correct Answer: C

- (Exam Topic 2)
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

1. A. Focus on value
2. B. Collaborate and promote visibility
3. C. Think and work holistically
4. D. Keep it simple and practical

Correct Answer: B

- (Exam Topic 2)
Which process is used to compare the value that new services offer with the value of the services they have replaced?

1. A. Availability management
2. B. Capacity management
3. C. Service portfolio management
4. D. Service catalogue management

Correct Answer: C