When should a workaround be created?

• A.As soon as possible, once the incident is logged
• B.After the resolution of a problem
• C.When a problem cannot be resolved quickly
• D.When a potential permanent solution has been identified

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Which statement about the 'incident management' practice is CORRECT?

• A.It identifies the cause of major incidents.
• B.It authorizes changes to resolve incidents.
• C.It maintains detailed procedures for diagnosing incidents.
• D.It resolves the highest impact incidents first.

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Which is one of the MAIN concerns of the 'design and transition' value chain activity?

• A.Understanding the organization's vision
• B.Understanding stakeholder needs
• C.Meeting stakeholder expectations
• D.Ensuring service components are available

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Which is a purpose of the 'relationship management' practice?

• A.To be the entry point and single point of contact for the service provider with all of its users
• B.To systematically observe services and service components
• C.To identify, analyze, monitor, and continually improve links with stakeholders
• D.To protect the information needed by the organization to conduct its business

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What is a definition of a service improvement plan (SIP)?

• A.A formal plan to implement improvements to a customer's business processes
• B.An input from availability management to service level management, detailing the service design plan
• C.A formal plan to implement improvements to a service or process
• D.An input from financial management for IT services to service level management, detailing the budget plan

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