Which areas of service management can benefit from automation?
1: Design and modeling
2: Reporting
3: Pattern recognition and analysis
4: Detection and monitoring

1. A. 1, 2 and 3 only
2. B. 1, 3 and 4 only
3. C. 2, 3 and 4 only
4. D. All of the above

Correct Answer: D

Consider the following list:
1: Change authority
2: Change manager
3: Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

1. A. Job descriptions
2. B. Functions
3. C. Teams
4. D. Roles, people or groups

Correct Answer: D

Which of the following are the MAIN objectives of incident management?
1: To automatically detect service-affecting events
2: To restore normal service operation as quickly as possible
3: To minimize adverse impacts on business operations

1. A. 1 and 2 only
2. B. 2 and 3 only
3. C. 1 and 3 only
4. D. All of the above

Correct Answer: B

Match the following activities with the Deming Cycle stages
1: Monitor, Measure and Review
2: Continual Improvement
3: Implement Initiatives
4: Plan for Improvement

1. A. 1 Plan, 2 Do, 3 Check, 4 Act
2. B. 3 Plan, 2 Do, 4 Check, 1 Act
3. C. 4 Plan, 3 Do, 1 Check, 2 Act
4. D. 2 Plan, 3 Do, 4 Check, 1 Act

Correct Answer: C

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

1. A. Business services
2. B. Component services
3. C. Supporting services
4. D. Customer services

Correct Answer: C