Which term relates to service levels aligned with the needs of service consumers?

• A.Warranty
• B.Service management
• C.Cost
• D.Utility

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Which is an objective of the design coordination process?

• A.To gather and document new service level requirements from the customer
• B.To produce service design packages and ensure they are handed over to service transition
• C.To assess and evaluate all changes and their impact on service designs
• D.To document the initial structure and relationship between services and customers

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What is important for a 'continual improvement register' (CIR)?

• A.Improvement ideas are documented, assessed and prioritized
• B.Improvement ideas are tested, funded and agreed
• C.Improvement ideas from many sources are kept in a single CIR
• D.Improvement ideas that are not being actioned immediately are removed from the CIR

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What is typically needed to assign complex incidents to support groups?

• A.A self-help tool
• B.The incident priority
• C.A change schedule
• D.The incident category

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Which statement about service desks is CORRECT?

• A.The service desk should rely on self-service portals instead of escalation to support teams
• B.The service desk should remain isolated from technical support teams
• C.The service desk should work in close collaboration with support and development teams
• D.The service desk should escalate all technical issues to support and development teams

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