What helps diagnose and resolve a simple incident?

• A.The use of scripts
• B.Problem prioritization
• C.Formation of a temporary team
• D.Rapid escalation

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Which is an example of improving service utility using service management automation?

• A.Pre-determined routing of a service request
• B.Faster resource allocation
• C.Monitoring service availability
• D.Reducing the time to compile service data

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What is defined as "the role that uses services?

• A.Customer
• B.Sponsor
• C.User
• D.Service consumer

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Which practice provides users with a way to get various requests arranged, explained and coordinated?

• A.Service level management
• B.Relationship management
• C.Continual improvement
• D.Service desk

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What is an event?

• A.An unplanned interruption to a service or reduction in the quality of a service
• B.Any change of state that has significance for the management of a service or other configuration item
• C.The addition, modification, or removal of anything that could have a direct or indirect effect on services
• D.Cause of one or more incidents

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