Which is part of the 'focus on value' guiding principle?

• A.Reducing the number of steps in the customer experience
• B.Understanding what services help the service consumer
• C.Identifying activities that can be achieved in smaller iterations
• D.Assessing services to identify parts that can be reused

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What is defined as a cause, or potential cause, of one or more incidents?

• A.Change
• B.Known error
• C.Problem
• D.Event

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What is a configuration item?

• A.Any financially valuable component that can contribute to delivery of an IT product or service
• B.Any change of state that has significance for the management of a service
• C.Any component that needs to be managed in order to deliver an IT service
• D.A problem that has been analyzed but has not been resolved

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Which is an activity in the 'Problem control' phase of problem management?

• A.Re-assessing a known error to manage the ongoing impact.
• B.Reviewing incident records to identity trends
• C.Implementing a technical fix to resolve an issue
• D.Documenting the steps in workaround

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Which statement about service desks is CORRECT?

• A.The service desk should rely on self-service portals instead of escalation to support teams
• B.The service desk should work in close collaboration with support and development teams
• C.The service desk should remain isolated from technical support teams
• D.The service desk should escalate all technical issues to support and development teams

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