Question 1

Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

Options :

A : Following a full change advisory board (CAB) to resolve any outstanding agenda items.

B : During peak or holiday periods when emergencies are more likely to occur.

C : In an emergency when it is not possible to convene a full CAB.

D : Outside the normal working hours of the business unit.

Answer: C

Question 2

Which of the following activities would be performed by a process manager?

1. Monitoring and reporting on process performance

2. Identifying improvement opportunities

3. Appointing people to required roles

Options :

A : All of the above

B :

1 and 3 only

C : 1 and 2 only

D : 2 and 3 only

Answer: A

Question 3

Which of the following is NOT a source of best practice?

Options :

A : Standards

B : Technology

C : Academic research

D : Internal experience

Answer: B

Question 4

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

Options :

A : All of the above

B : 1, 2 and 3 only

C : 2 and 4 only

D : 3 and 4 only

Answer: B

Question 5

What BEST defines roles and responsibilities in relation to process and activities?

Options :

A : Human resource model

B : Configuration baseline

C : Service model

D : RACI matrix

Answer: D

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