An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?

1. A. A functional escalation
2. B. A service level escalation
3. C. An incident resolution
4. D. A hierarchic escalation

Correct Answer: D

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

1. A. Return on investment (ROI), value on investment (VOI), quality
2. B. Strategic, tactical and operational
3. C. Critical success factors (CSFs), key performance indicators (KPIs), activities
4. D. Technology, process and service

Correct Answer: D

Which statement should NOT be part of the value proposition for Service Design?

1. A. Reduced total cost of ownership
2. B. Improved quality of service
3. C. Improved Service alignment with business goals
4. D. Better balance of technical skills to support live services

Correct Answer: D

Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management

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

Correct Answer: C

Which of the following identifies the purpose of design coordination?

1. A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
2. B. Ensuring all service designs have availability designed into them
3. C. Designing of all the links between every service design process and all other processes in the service lifecycle
4. D. Control of all supplier relationships from design right through to the production environment

Correct Answer: A