What are the two MAJOR activities in problem management?

• A.Reactive and technical
• B.Proactive and reactive
• C.Technical and service
• D.Resource and proactive

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What is the BEST definition of an internal service?

• A.It is a service delivered between departments or business units in the same organization
• B.It is a supporting service delivered between functions of the IT service provider
• C.It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
• D.It is any customer-facing service delivered by an outsourced provider

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Which tool helps with defining accountability and responsibility within processes?

• A.A communications plan
• B.A RACI model
• C.A project charter
• D.A CSI register

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

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Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes

• A.2 and 3 only
• B.2 and 4 only
• C.1 and 3 only
• D.All of the above

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