How are groups, teams, departments and divisions classified?

1. A. Processes
2. B. Functions
3. C. Roles
4. D. Technicians

Correct Answer: B

Which statement BEST represents the guidance on incident logging?

1. A. Incidents must only be logged if a resolution is not immediately available
2. B. Only incidents reported to the service desk can be logged
3. C. All incidents must be fully logged
4. D. The service desk decide which incidents to log

Correct Answer: C

Which of the following is NOT an objective of Continual Service Improvement?

1. A. Review and analyze Service Level Achievement results
2. B. Identify activities to improve the efficiency of service management processes
3. C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
4. D. Conduct activities to deliver and manage services at agreed levels to business users

Correct Answer: D

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

1. A. User
2. B. Customer
3. C. Supplier
4. D. Administrator

Correct Answer: B

WhatBESTdescribes the value of continual service improvement to the business?

1. A. It supports the creation of a portfolio of quantified services
2. B. It results in gradual improvement in cost effectiveness
3. C. It improves governance by building controls into service designs
4. D. It provides quick and effective access to standard services

Correct Answer: B