- (Exam Topic 2)
What is the PRIMARY use of a change schedule?

1. A. To support the ‘incident management’ practice and improvement planning
2. B. To manage emergency changes
3. C. To plan changes and help avoid conflicts
4. D. To manage standard changes

Correct Answer: C

- (Exam Topic 1)
What is the purpose of the ‘deployment management’ practice?

1. A. To ensure services achieve agreed and expected performance
2. B. To make new or changed services available for use
3. C. To move new or changed components to live environments
4. D. To set clear business-based targets for service performance

Correct Answer: C

- (Exam Topic 1)
Which competencies are required by the 'service level management' practice?

1. A. Problem investigation and resolution
2. B. Incident analysis and prioritization
3. C. Business analysis and commercial management
4. D. Balanced scorecard reviews and maturity assessment

Correct Answer: C

- (Exam Topic 2)
What three elements make up the Service Portfolio?

1. A. Customer portfolio, service catalogue and retired services
2. B. Customer portfolio, configuration management system and service catalogue
3. C. Service pipeline, service catalogue and retired services
4. D. Service pipeline, configuration management system and service catalogue

Correct Answer: C
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- (Exam Topic 1)
Which statement about service desks is CORRECT?

1. A. The service desk should work in close collaboration with support and development teams
2. B. The service desk should rely on self-service portals instead of escalation to support teams
3. C. The service desk should remain isolated from technical support teams
4. D. The service desk should escalate all technical issues to support and development teams

Correct Answer: A