Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

• A.Service desk
• B.Deployment management
• C.Problem management
• D.Service configuration management

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What can be described as an operating model for the creating and management of products and services?

• A.Governance
• B.Service value chain
• C.Guiding principles
• D.Practices

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Which is a risk that might be removed from a service consumer by an IT service?

• A.Service provider ceasing to trade
• B.Security breach
• C.Failure of server hardware
• D.Cost of purchasing servers

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What is an IT asset?

• A.The removal of anything that could have a direct or indirect effect on services
• B.A request from a user that initiates a service action
• C.Any financially valuable component that can contribute to delivery of an IT product or service
• D.Any component that needs to be managed in order to deliver a service

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Which statement about the known error database (KEDB) is CORRECT?

• A.It is maintained by the service desk and updated with the details of each new incident
• B.It is a part of the configuration management database (CMDB) and contains workarounds
• C.It is maintained by problem management and is used by the service desk to help resolve incidents
• D.It is maintained by incident management and contains solutions to be implemented by problem

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