Which is the BEST type of resource for investigating complex incidents?

• A.Knowledgeable support staff
• B.Self-help systems
• C.Disaster recovery plans
• D.Detailed work instructions

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Which practice's purpose includes creating closer more collaborative relationships?

• A.Information security management
• B.Service configuration management
• C.Supplier management
• D.Release management

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What is a problem?

• A.A cause or potential cause of one or more incidents
• B.An addition or modification that could have an effect on services
• C.Any change of state that has significance for the management of a configuration item
• D.An unplanned reduction in the quality of a service

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

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

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Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

• A.Service desk
• B.Service level management
• C.Monitoring and event management
• D.Continual improvement

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