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Question 1

Which statement about change authorization is CORRECT?

Options :

A : A change authority should be assigned to each type of change and change model

B : Centralizing change authorization to a single person is the most effective means of authorization

C : The authorization of normal changes should be expedited to ensure they can be implemented quickly

D : Standard changes are high risk and should be authorized by the highest level of change authority

Answer: A

Question 2

Which TWO are important aspects of the 'service request management' practice?

1. Standardization and automation

2. Providing a variety of channels for access

3. Establishing a shared view of targets

4. Policies for approvals

Options :

A : 1 and 2

B : 2 and 3

C : 3 and 4

D : 1 and 4

Answer: D

Question 3

Which is the BEST type of resource for investigating complex incidents?

Options :

A : Self-help systems

B : Knowledgeable support staff

C : Detailed work instructions

D : Disaster recovery plans

Answer: B

Question 4

Which is a key element of the 'think and work holistically' guiding principle?

Options :

A : Assessing which procedures can be re-used when improving a service

B : Understanding the methods applicable to complex systems

C : Eliminating metrics which do not contribute to achieving an objective

D : Using technology for standard tasks to give people time for complex activities

Answer: B

Question 5

What should be done to determine the appropriate metrics for measuring a new service?

Options :

A : Measuring the performance over the first six months, and basing a solution on the results

B : Asking customers to provide numerical targets that meet their needs

C : Using operational data to provide detailed service reports

D : Asking customers open questions to establish their requirements

Answer: C