Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

• A.The service portfolio
• B.A configuration management database (CMDB)
• C.The service knowledge management system (SKMS)
• D.The change schedule

Comment: *

Name: *

Email: *

Verification: *

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

• A.A known error database
• B.A definitive media library
• C.A capacity database
• D.A request for change

Comment: *

Name: *

Email: *

Verification: *

What is used to control a process?

• A.Stakeholders
• B.Inputs
• C.Objectives
• D.Functions

Comment: *

Name: *

Email: *

Verification: *

The BEST description of an incident is:

• A.Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
• B.Any disruption to service whether planned or unplanned
• C.An unplanned disruption of service unless there is a backup to that service
• D.An unplanned interruption to service or a reduction in the quality of service

Comment: *

Name: *

Email: *

Verification: *

Which statement about Business Cases is TRUE?

• A.Business Cases should focus on only the financial impacts of the proposed project to secure support and funding
• B.Business Cases should focus on both the financial and non-financial impacts of the proposed project or service
• C.Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support
• D.Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets

Comment: *

Name: *

Email: *

Verification: *