- (Topic 7)
Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

1. A. 1, 2 and 4 only
2. B. 2, 3 and 4 only
3. C. 1, 3 and 4 only
4. D. 1, 2 and 3 only

Correct Answer: A

- (Topic 10)
Which function is responsible for the closure of an incident record?

1. A. Event management
2. B. The service desk
3. C. Either the service desk or an appropriate third party engineer
4. D. Any appropriate function

Correct Answer: B

- (Topic 4)
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional
"P"?

1. A. Profit
2. B. Preparation
3. C. Products
4. D. Potential

Correct Answer: C

- (Topic 10)
What is the type of notification that should be sent when a threshold has been reached, something
has changed or a failure has occurred?

1. A. An emergency change
2. B. An alert
3. C. An emergency event
4. D. A request for change

Correct Answer: B

- (Topic 3)
Which one of the following generates demand for services?

1. A. Infrastructure trends
2. B. Patterns of business activity (PBA)
3. C. Cost of providing support
4. D. Service level agreements (SLA)

Correct Answer: B