Which statement about service review meetings is FALSE?

• A.Actions from service review meetings should only be assigned to the service provider
• B.Meetings should be held on a regular basis to review service achievement
• C.Issues for the upcoming period should be discussed at the meetings
• D.Progress and success of the service improvement programme (SIP) should be reviewed

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The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

• A.A change model
• B.A change advisory board
• C.A change
• D.A change request

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Which statement about the emergency change advisory board (ECAB) is CORRECT?

• A.The ECAB will be used for emergency changes where there may not be time to call a full CAB
• B.The ECAB will be chaired by the IT director
• C.The ECAB considers every high priority request for change
• D.Amongst the duties of the ECAB is the review of completed emergency changes

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What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

• A.Specialized service desk
• B.Virtual Service desk
• C.Centralized Service desk
• D.Local service desk

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Which of the following BEST describes service strategies' value to the business?

• A.Reduction in unplanned costs through optimized handling of service outages
• B.Allows higher volumes of successful change
• C.Reduction in the duration and frequency of service outages
• D.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

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