Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

1. A. All of the above
2. B. 1 and 3 only
3. C. 1 and 2 only
4. D. 2 and 3 only

Correct Answer: A

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

1. A. Implementing service and process improvements
2. B. Reviewing measurements and metrics
3. C. Creating a baseline
4. D. Defining measurable targets

Correct Answer: D

. When should a known error be raised?

1. A. Only when the root cause is found and a workaround exists
2. B. As soon as it becomes useful to do so
3. C. Only when the error in the IT Service is found
4. D. As soon as the major problem procedure is executed

Correct Answer: B

Which is an objective of the design coordination process?

1. A. To ensure service design packages are handed over to service transition
2. B. To ensure that all changes are assessed for their impact on service designs
3. C. TO document the initial structure and relationship between services and customers
4. D. TO handover new service level requirements to the service level management process

Correct Answer: A

Which of the following is service transition planning and support NOT responsible for?

1. A. Prioritizing conflicts for service transition resources
2. B. Coordinating the efforts required to manage multiple simultaneous transitions
3. C. Maintaining policies, standards and models for service transition activities and processes
4. D. Detailed planning of the build and test of individual changes

Correct Answer: D