Which will help solve incidents more quickly?

• A.Target resolution times
• B.Escalating all incidents to support teams
• C.Collaboration between teams
• D.Detailed procedural steps for incident investigation

Comment: *

Name: *

Email: *

Verification: *

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

• A.Define measurable targets
• B.Execute improvement actions
• C.Evaluate measurements and metrics
• D.Perform baseline assessments

Comment: *

Name: *

Email: *

Verification: *

Which statement about the 'optimize and automate' guiding principle is CORRECT?

• A.Automation frees human resources for more complex activities
• B.Technology eliminates the need for human intervention
• C.Activities should be automated before they are optimized
• D.Automation is best applied to non-standard tasks

Comment: *

Name: *

Email: *

Verification: *

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

• A.Escalation
• B.Detection
• C.Categorization
• D.Prioritization

Comment: *

Name: *

Email: *

Verification: *

What is defined as a change of state that has significate for the management of an IT service?

• A.Incident
• B.Problem
• C.Known error
• D.Event

Comment: *

Name: *

Email: *

Verification: *