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What are the types of asset management?

A.

IT asset management and software asset management

B.

Operational and technical management

C.

IT asset management and technical management

D.

Operational management and IT asset management

Which statement about a ‘continual improvement register’ is CORRECT?

A.

It should be managed at the senior level of the organization

B.

It should be used to capture user demand

C.

There should only be one for the whole organization

D.

It should be re-prioritized as ideas are documented

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

What is defined as any component that needs to be managed in order to deliver an IT service?

A.

A service request

B.

An IT asset

C.

A configuration item (CI)

D.

An incident

How should the workflow for a new service request be designed?

A.

Use a single workflow for all types of service request

B.

Leverage existing workflows whenever possible

C.

Use different workflows for each type of service request

D.

Avoid workflows for simple service requests

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A.

As an event

B.

As a problem

C.

As a service request

D.

As a change request

What is an output?

A.

A possible event that could cause harm or loss

B.

Something created by carrying out an activity

C.

A result for a stakeholder

D.

A change of state that has significance for the management of a configuration item

Which is a purpose of the 'service desk' practice?

A.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

Which skill is an essential part of the 'service level management' practice?

A.

Problem analysis

B.

Technical knowledge

C.

Listening

D.

Diagnosis