- (Topic 6)
Which one of the following is NOT an objective of problem management?

1. A. Minimizing the impact of incidents that cannot be prevented
2. B. Preventing problems and resulting incidents from happening
3. C. Eliminating recurring incidents
4. D. Restoring normal service operation as quickly as possible

Correct Answer: D

- (Topic 7)
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

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

Correct Answer: B

- (Topic 10)
Access management is responsible for implementing policies defined in which process?

1. A. Service portfolio management
2. B. Information security management
3. C. Change management
4. D. Problem management

Correct Answer: B

- (Topic 10)
What should a release policy include?

1. A. Roles and responsibilities across all the service transition processes.
2. B. Roles and responsibilities for updating the configuration management database (CMDB.
3. C. Criteria and authorization to exit early life support and handover to the service operation function.
4. D. How request for changes (RFCs) are approved for software releases in the IT production environment.

Correct Answer: A

- (Topic 10)
Which process is responsible for managing all service requests from users?

1. A. Change fulfilment
2. B. Incident management
3. C. Request fulfilment
4. D. Event management

Correct Answer: C