Question 1

In the context of restoring normal operations in case of a disaster, which practice guide provides guidance?

Options :

A : Continual improvement

B : Monitoring and event management

C : Service continuity management

D : Service request management

Answer: C

Question 2

What is considered an incident?

Options :

A : Inability to assign resources to all tasks in the backlog

B : Reduction in the quality of a service

C : Planned interruption to a service

D : End-users having to use self-help tools

Answer: B

Question 3

Why is the quick restoration of a service considered a key factor in service management?

Options :

A : It enhances the complexity of service relationships.

B : It has a minimal impact on user and customer satisfaction.

C : It diminishes the credibility of the service provider.

D : It positively influences user and customer satisfaction, service provider credibility, and the value created in service relationships.

Answer: D

Question 4

For fast correction of faulty CIs and restoration of services, which means of automation is particularly effective, especially when services are provided in remote locations?

Options :

A : Remote administration tools

B : Workflow systems and backlog tools

C : User query and workflow management tools

D : Analytical and reporting systems

Answer: A

Question 5

What is the next step in the incident handling process if the automated solution for an incident is ineffective?

Options :

A : Escalate the incident to higher-level teams

B : Perform incident classification

C : Communicate incorrect CI association to configuration control

D : Implement a joint technique like swarming

Answer: A

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