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 CANNOT be provided by a tool?
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 options is a hierarchy that is used in knowledge management?
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert
Which of the following would NOT be contained in a release policy?
