In service relationships, what is a benefit of identifying consumer roles?

• A.It enables effective stakeholder management
• B.It provides shared service expectations
• C.It removes constraints from the customer
• D.It enables a common definition of value

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Which statement about emergency changes is CORRECT?

• A.The testing of emergency can be eliminated in order to implement the change quickly
• B.Emergency changes must be fully documented before authorization and implementation
• C.Emergency changes should be authorized and implemented as service requests
• D.The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

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What impact does automation have on a service desk?

• A.Less low level work and a greater ability to focus on user experience
• B.Increased phone contact and a reduced ability to focus on user experience
• C.Ability to work from multiple locations, geographically dispersed
• D.Ability to work from a single centralised location

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

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

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Which is handled as a service request?

• A.An emergency change to implement a security patch
• B.A compliment about an IT support team
• C.The failure of an IT service
• D.An investigation to identify the cause of an incident

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