Question 1

What is the purpose of problem management?

Options :

A : Reduces the likelihood and impact of incidents

B : Ensures services are restored as soon as possible

C : Helps direct the incident to the correct support area

D : Determines how the service provider is perceived

Answer: A

Question 2

Which activity captures the demand for incident resolution and service requests?

Options :

A : Change control

B : Problem management

C : Service desk

D : Service catalogue management

Answer: C

Question 3

What is an example of an action a service request management employee would undertake as part of the 'engage' activity?

Options :

A : Provide trend, quality, and feedback information about requests

B : Initiate and fulfill standard changes

C : Communicate with consumers to understand their requirements

D : Fulfill the consumer-s service requests through acquisition of service components

Answer: C

Question 4

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

Options :

A : Define measurable targets

B : Perform baseline assessments

C : Execute improvement actions

D : Evaluate measurements and metrics

Answer: D

Question 5

What is the purpose of the 'service level management' practice?

Options :

A : Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

B : Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

C : Ensuring that an organization-s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services

D : Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets

Answer: D

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