Which is an example of an internal customer?

• A.The HR department whose payroll service is provided by their organization's IT department
• B.A retail bank that outsources its infrastructure to athird-party supplier
• C.A customer who has a contract with an internet service provider for a broadband connection
• D.An IT department that uses a network service obtained from a supplier

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Which role is responsible for carrying out the activities of a process?

• A.Process owner
• B.Change manager
• C.Process practitioner
• D.Service manager

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Which one of the following statements about incident reporting and logging is CORRECT?

• A.Incidents reported by technical staff must also be logged as problems
• B.All calls to the service desk must be logged as incidents
• C.Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
• D.Incidents can only be reported by users

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Which of the following are basic concepts used in access management?

• A.Normal, temporary, emergency, personal, group
• B.Personnel, electronic, network, emergency, identity
• C.Physical, personnel, network, emergency, service
• D.Rights, access, identity, directory services, service/service components

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Which statement BEST represents the guidance on incident logging?

• A.All incidents must be fully logged
• B.Only incidents reported to the service desk can be logged
• C.The service desk decide which incidents to log
• D.Incidents must only be logged if a resolution is not immediately available

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