Which of the following activities are performed by a service desk?
1: Logging details of incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Implementing all standard changes

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

Correct Answer: B

Order the following continual service improvement (CSI) implementation steps into the
correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
1) Allocate roles and responsibilities to work on CSI initiatives.
2) Measure and review that the CSI plan is executed and its objectives are being achieved.
3) Identify the scope, objectives and requirements for CSI.
4) Decision on implementation of further enhancement.

1. A. 3-1-2-4
2. B. 3-4-2-1
3. C. 1-3-2-4
4. D. 2-3-4-1

Correct Answer: A

Which is the correct definition of a customer facing service?

1. A. One which directly supports the business processes of customers
2. B. A service that cannot be allowed to fail
3. C. One which is not covered by a service level agreement
4. D. A service not directly used by the business

Correct Answer: A

Which role is accountable for the operational management of a process?

1. A. Process practitioner
2. B. Process manager
3. C. Service manager
4. D. Change manager

Correct Answer: B

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

1. A. The Service Level Manager
2. B. The IT Service Continuity Manager
3. C. The Service Catalogue Manager
4. D. The Supplier Manager

Correct Answer: D