- (Topic 3)
Which one of the following includes four stages called Plan, Do, Check and Act?

1. A. The Deming Cycle
2. B. The continual service improvement approach
3. C. The seven-step improvement process
4. D. The service lifecycle

Correct Answer: A

- (Topic 10)
How is a service delivered between departments of same organization classified?

1. A. Internal Service
2. B. External Service
3. C. Mission Critical service
4. D. Organizational service.

Correct Answer: A

- (Topic 10)
How should entries in the CSI register be categorized?

1. A. Based on priority, urgency and impact to the business and to all its stakeholders
2. B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term
3. C. Based on IT service name, cost to the business and expected outcomes to the customer
4. D. Based on best improvement opportunities in the organization to achieve a competitive advantage

Correct Answer: B

- (Topic 7)
Which function or process would provide staff to monitor events in an operations bridge?

1. A. Technical management
2. B. IT operations management
3. C. Request fulfilment
4. D. Applications management

Correct Answer: B

- (Topic 1)
What should a service always deliver to customers?

1. A. Applications
2. B. Infrastructure
3. C. Value
4. D. Resources

Correct Answer: C