Which helps to manage an incident when it is unclear which support team should be working on the incident?

• A.Target resolution times
• B.Disaster recovery plans
• C.Swarming
• D.Self-help

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Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?

• A.Supplier management
• B.Service desk
• C.Problem management
• D.Release management

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Which statement about the 'continual improvement model' is CORRECT?

• A.Organizations should use an additional model or method to link improvements to customer value
• B.The flow of the model helps organizations to link improvements to its goals
• C.Organizations should work through the steps of the model in the sequence in which they are presented
• D.The model is applicable to only certain parts of the service value system

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Which guiding principle discourages 'silo activity'?

• A.Keep it simple and practical
• B.Focus on value
• C.Collaborate and promote visibility
• D.Start where you are

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Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

• A.Focus on value
• B.Optimize and automate
• C.Collaborate and promote visibility
• D.Progress iteratively with feedback

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