Which of the following questions does the guidance in service strategy help to answer?
1) What services should we offer and to whom?
2) How do we differentiate ourselves from competing alternatives?
3) How do we create value for our customers?

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

Correct Answer: D

Which one of the following do major incidents require?

1. A. Separate procedures
2. B. Less urgency
3. C. Longer timescales
4. D. Less documentation

Correct Answer: A

The remediation plan should be evaluated at what point in the change lifecycle?

1. A. Before the change is approved
2. B. Immediately after the change has failed and needs to be backed out
3. C. After implementation but before the post implementation review
4. D. After the post implementation review has identified a problem with the change

Correct Answer: A

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

1. A. Service strategy
2. B. Service transition
3. C. Service operation
4. D. Continual service improvement

Correct Answer: C

Which of the following might be used to manage an Incident?
1) Incident Model
2) Known Error Record

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

Correct Answer: C