- (Exam Topic 2)
What is the effect of increased automation on the 'service desk1 practice?

1. A. Increased ability to focus on fixing technology instead of supporting people
2. B. Greater ability to focus on customer experience when personal contact is needed
3. C. Elimination of the need to escalate incidents to support teams
4. D. Decrease in self-service incident logging and resolution

Correct Answer: B

- (Exam Topic 2)
What is the CORRECT definition of service management?

1. A. A set of specialized assets for transitioning services into the live operational environment
2. B. A set of specialized organizational capabilities for delivering value to customers in the form of services
3. C. The capability of supplier to deliver services to providers in exchange for money
4. D. The capability of service providers to minimize their costs without reducing the value of the services

Correct Answer: B

- (Exam Topic 3)
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

1. A. Information security management
2. B. Change enablement
3. C. Problem management
4. D. Service configuration management

Correct Answer: A

- (Exam Topic 1)
When should a change request be submitted to resolve a problem?

1. A. As soon as a solution for the problem has been identified
2. B. As soon as a workaround for the problem has been identified
3. C. As soon as the analysis of the frequency and impact of incidents justifies the change
4. D. As soon as the analysis of cost, risks and benefits justifies the change

Correct Answer: D

- (Exam Topic 3)
Which guiding principle discourages 'silo activity'?

1. A. Focus on value
2. B. Start where you are
3. C. Collaborate and promote visibility
4. D. Keep it simple and practical

Correct Answer: C