In which of the following should details of a workaround be documented?

1. A. The service level agreement (SLA)
2. B. The problem record
3. C. The availability management information system
4. D. The IT service plan

Correct Answer: B

What are customers of IT services who work in the same organization as the service provider known as?

1. A. Strategic customers
2. B. External customers
3. C. Valued customers
4. D. Internal customers

Correct Answer: D

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

1. A. The Asset Register
2. B. The Service Knowledge Management System
3. C. The Known Error Database
4. D. The Information Management System

Correct Answer: B

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

1. A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
2. B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
3. C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
4. D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Correct Answer: D

Which of the following CANNOT be stored and managed by a tool?

1. A. Knowledge
2. B. Data
3. C. Information
4. D. Wisdom

Correct Answer: D