Virtual service desk
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

1. A. Service Design
2. B. Service Transition
3. C. Service Strategy
4. D. Service Operation

Correct Answer: C

What would be the next step in the continual service improvement (CSI} model after?
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

1. A. Business relationship management
2. B. Service level management
3. C. Availability management
4. D. Change management

Correct Answer: D

Which one of the following statements about incident reporting and logging is CORRECT?

1. A. Incidents can only be reported by users
2. B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
3. C. All calls to the service desk must be logged as incidents
4. D. Incidents reported by technical staff must also be logged as problems

Correct Answer: B