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Question 1

Which is the CORRECT activity to carry out the 'How do we get there' phase of the Continual

Service Improvement approach?

Options :

A : Service and process improvement

B : Baseline assessments

C : Policy and governance review

D : Measurable targets

Answer: A

Question 2

Where would you expect incident resolution targets to be documented?

Options :

A : A service level agreement (SLA)

B : A request for change (RFC)

C : The service portfolio

D : A service description

Answer: A

Question 3

Which is a responsibility of a customer within the service level management process?

Options :

A : Negotiate third party contracts

B : Measure service availability

C : Supply good or services

D : Agree Service level targets

Answer: D

Question 4

Which statement about the known error database (KEDB. is CORRECT?

Options :

A : It is maintained by the service desk and updated with the details of each new incident

B : It is a part of the configuration management database (CMDB. and contains workarounds

C : It is maintained by problem management and is used by the service desk to help resolve incidents

D :

It is maintained by incident management and contains solutions to be implemented by problem

Management

Answer: C

Question 5

Which function is responsible for the closure of an incident record?

Options :

A : Event management

B : The service desk

C : Either the service desk or an appropriate third party engineer

D : Any appropriate function

Answer: B