- (Topic 10)
What are the two MAJOR activities in problem management?

1. A. Technical and service
2. B. Resource and proactive
3. C. Reactive and technical
4. D. Proactive and reactive

Correct Answer: D

- (Topic 4)
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

1. A. Where are we now?
2. B. Where do we want to be?
3. C. How do we get there?
4. D. Did we get there?

Correct Answer: B

- (Topic 9)
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

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

Correct Answer: D

- (Topic 10)
Which is the correct combination of items that makes up an IT service?

1. A. Customers, providers and documents
2. B. Information technology, people and processes
3. C. Information technology, networks and people
4. D. People, process and customers

Correct Answer: B

- (Topic 4)
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

1. A. Implementing service and process improvements
2. B. Reviewing measurements and metrics
3. C. Creating a baseline
4. D. Defining measurable targets

Correct Answer: D