How does Problem Management work with Change Management?

1. A. By installing changes to fix problems
2. B. By negotiating with Incident Management for changes in IT for Problem resolution
3. C. By issuing RFCs for permanent solutions
4. D. By working with users to change their IT configurations

Correct Answer: C

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

1. A. Service operation
2. B. Service transition
3. C. Continual service improvement
4. D. Service strategy

Correct Answer: C

Which process will regularly anal0yse incident data to identify discernible trends?

1. A. Service level management
2. B. Problem management
3. C. C0hange management
4. D. Event management

Correct Answer: B

Which of the following are basic concepts used in access management?

1. A. Personnel, electronic, network, emergency, identity
2. B. Rights, access, identity, directory services, service/service components
3. C. Physical, personnel, network, emergency, service
4. D. Normal, temporary, emergency, personal, group

Correct Answer: B

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

1. A. A service option
2. B. A service transition package (STP)
3. C. A service design package (SDP)
4. D. A service charter

Correct Answer: C