Which practice provides visibility of the organization's services by capturing and reporting on service performance?

• A.Service level management
• B.Service configuration management
• C.Service request management
• D.Service desk

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When should a change request be submitted to resolve a problem?

• A.As soon as a solution for the problem has been identified
• B.As soon as the analysis of the frequency and impact of incidents justifies the change
• C.As soon as a workaround for the problem has been identified
• D.As soon as the analysis of cost, risks and benefits justifies the change

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Which practice handles all pre-defined user-initiated service actions?

• A.Deployment management
• B.Incident management
• C.Service level management
• D.Service request management

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Why should a service level manager carry out regular service reviews?

• A.To ensure continual improvement of services, so that they meet the evolving needs of service consumers
• B.To ensure that agreements are written simply and are easy to understand
• C.To capture information about service issues and performance against agreed goals
• D.To collect information about service consumer goals and objectives

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Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

• A.A normal change
• B.An emergency change
• C.A standard change
• D.A change model

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