New Questions 3

Which of the following correctly states the relationship between urgency, priority and impact?

A. Impact, priority and urgency are independent of each other

B. Urgency should be based on impact and priority

C. Impact should be based on urgency and priority

D. Priority should be based on impact and urgency

New Questions 4

What BEST describes the value of continual service improvement to the business?

A. It supports the creation of a portfolio of quantified services

B. It results in gradual improvement in cost effectiveness

C. It improves governance by building controls into service designs

D. It provides quick and effective access to standard services

New Questions 5

Which statement about change management is CORRECT?

A. It optimizes overall business risk

B. It optimizes financial exposure

C. It ensures that all changes are authorized by the change advisory board (CAB)

D. It ensures that servicerequests follow the normal change management process

New Questions 6

Which of the following BEST describes a service level agreement (SLA.?

A. A written agreement between a supplier and the IT customer(s), defining the key service targets and

responsibilities of both parties

B. A partnership developed between the IT service provider and the customer, so that a mutually

beneficial agreement is reached

C. The key service targets and responsibilities of both parties that are used to hold each party

accountable when disputes arise

D. An agreement between an IT service provider and another part of the same organization that assists

with the provision of services

New Questions 7

What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

A. Centralized Service desk

B. Virtual Service desk

C. Local service desk

D. Specialized service desk

New Questions 8

An incident is proving difficult to resolve. A technician informs their manager that more resource is

needed to restore the service. What has taken place?

A. A functional escalation

B. A service level escalation

C. An incident resolution

D. A hierarchic escalation

New Questions 9

What should be documented as part of every process?

A. The process owner, process policy and set of process activities

B. The service owner, service level agreement and set of process procedures

C. The policy owner, operational level agreement and set of process steps

D. The service manager, service contract and set of work instructions

New Questions 10

What term describes assurance that a product or service will meet its agreed requirements?

A. Underpinning contract

B. Warranty

C. Service level agreement

D. Utility

New Questions 11

What does the term u201cWisdomu201d represent within the Data-to-Information-to-Knowledge-to- Wisdom (DIKW)?

A. The complete collection of all data and data repositories in the organization

B. The knowledge to manage organization processes and people

C. The complete collection of all process management structures in the organization

D. The contextual awareness to provide strong common sense judgement

New Questions 12

How are groups, teams, departments and divisions classified?

A. Processes

B. Functions

C. Roles

D. Technicians