Hierarchic escalation is BEST described as?

1. A. Notifying more senior levels of management about an incident
2. B. Passing an incident to people with a greater level of technical skill
3. C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
4. D. Failing to meet the incident resolution times specified in a service level agreement

Correct Answer: A

Who is responsible for defining metrics for change management?

1. A. The change management process owner
2. B. The change advisory board (CAB)
3. C. The service owner
4. D. The continual service improvement manager

Correct Answer: A

From the perspective of the service provider, who is the person or group that agrees their service targets?

1. A. The user
2. B. The customer
3. C. The supplier
4. D. The administrator

Correct Answer: B

Which of the following should be documented in an incident model?
1: Details of the service level agreement (SLA) pertaining to the incident
2: Chronological order of steps to resolve the incident

1. A. 1 only
2. B. 2 only
3. C. Both of the above
4. D. Neither of the above

Correct Answer: B

Which of the following is the BEST definition of the term service management?

1. A. A set of specialized organizational capabilities for providing value to customers in the form of services
2. B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
3. C. The management of functions within an organization to perform certain activities
4. D. Units of organizations with roles to perform certain activities

Correct Answer: A