Which activity is NOT recommended by the start where you are' guiding principle?

• A.Using source data to avoid any unintentional data distortion found in reports
• B.Discarding existing processes before assessing their usefulness
• C.Applying risk management when considering to introduce new processes
• D.Involving people who are not familiar with a service when observing and assessing its activities

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What is the difference between the 'incident management' and 'service desk' practices?

• A.Incident management restores service operation, service desk provides communication with users
• B.incident management manages interruptions to service desk monitors achieved service quality
• C.incident management resolves issues, service desk investigates the underlying causes of issues
• D.incident management resolves complex issues, service desk resolve simpler issues.

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Which organization delivers output or outcomes of a service?

• A.A service consumer delivers outcomes of the service
• B.A service provider delivers outcomes of the service
• C.A service consumer delivers outputs of the service
• D.A service provider delivers outputs of the service

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Which practice identifies metrics that reflect a customer experience of a service?

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

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When should the effectiveness of a problem workaround be assessed?

• A.Whenever the workaround is used
• B.Whenever the problem is prioritized
• C.Whenever the problem is resolved
• D.Whenever the workaround becomes a known error

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