Where do we want to be?
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Service knowledge management system (SKMS}
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Updates to the change schedule
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Which one of the following is NOT a valid purpose or objective of problem management?

1. A. To prevent problems and resultant incidents
2. B. To manage problems throughout their lifecycle
3. C. To restore service to a user
4. D. To eliminate recurring incidents

Correct Answer: C

Which of the following is an objective of service transition?

1. A. To negotiate service levels for new services
2. B. To plan and manage the resource requirements for releases
3. C. To provide quality knowledge of incident and problem management
4. D. To plan and manage entries in the service catalogue.

Correct Answer: B