Which is the MOST important stakeholder group that a service provider needs to collaborate with?

• A.Suppliers
• B.Customers
• C.Relationship managers
• D.Developers

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Which statement about the 'service desk1 practice is CORRECT?

• A.It carries out change assessment and authorization
• B.It needs a practical understanding of the business processes
• C.It provides a link with stakeholders at strategic and tactical levels
• D.It investigates the cause of incidents

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Which is the BEST example of a standard change?

• A.The review and authorization of a change requested by a customer
• B.The Installation of a software application in response to a service request
• C.The implementation of a critical software patch in response to a vendor security Issue
• D.The replacement of a component in response to a major incident

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Which step of the continual improvement model includes baseline assessments?

• A.What is the vision?
• B.Where do we want to be?
• C.Did we get there?
• D.Where are we now?

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What is a definition of a service improvement plan (SIP)?

• A.A formal plan to implement improvements to a customer's business processes
• B.An input from availability management to service level management, detailing the service design plan
• C.A formal plan to implement improvements to a service or process
• D.An input from financial management for IT services to service level management, detailing the budget plan

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