Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which of the following options is a hierarchy that is used in knowledge management?
Which of the following CANNOT be provided by a tool?
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Which one of the following can help determine the level of impact of a problem?
Hierarchic escalation is BEST described as?
Where would you expect incident resolution targets to be documented?
What is the name of the group that should review changes that must be implemented faster than the normal change process?
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
