What is a definition of a problem?

• A.An incident for which a full resolution is not yet available
• B.A cause, or potential cause, of one or more incidents
• C.Any change of state that has significance for the management of a configuration item (CI)
• D.An unplanned interruption to a service, or reduction in the quality of a service

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Which activity is part of the 'continual improvement' practice?

• A.Making business cases for improvement action
• B.Authorizing changes to implement improvements
• C.Logging and managing incidents that result in improvement opportunities
• D.Identifying the cause of incidents and recommending related improvements

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

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

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Which practice nurtures links with stakeholders at strategic and tactical levels'?

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

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What is the MAIN benefit of 'problem management'?

• A.Reducing the number and impact of incidents
• B.Maximizing the number of successful changes
• C.Managing workarounds and known errors
• D.Restoring normal service as quickly as possible

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