Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

• A.Change management
  The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
  https://www.bmc.com/blogs/itil-incident-management/
• B.Service level management
• C.Service request management
• D.Incident management

Comment: *

Name: *

Email: *

Verification: *

Which practice updates information relating to symptoms and business impact?

• A.Service level management
• B.Service request management
• C.Incident management
• D.Change control

Comment: *

Name: *

Email: *

Verification: *

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and
managed?

• A.As a service request
• B.As an event
• C.As a change request
• D.As a problem

Comment: *

Name: *

Email: *

Verification: *

Which step of the 'continual improvement model' defines measurable targets?

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

Comment: *

Name: *

Email: *

Verification: *

Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

• A.IT assets
• B.charges
• C.known errors
• D.events

Comment: *

Name: *

Email: *

Verification: *