Question 1

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

Options :

A : Define measurable targets

B : Perform baseline assessments

C : Execute improvement actions

D : Evaluate measurements and metrics

Answer: D

Question 2

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

Options :

A : A service request

B : An IT asset

C : A configuration item (CI)

D : An incident

Answer: C

Question 3

Dion Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources?

Options :

A : Partners and suppliers

B : Value streams and processes

C : Organizations and people

D : Information and technology

Answer: C

Question 4

What is defined as a change of state that has significance for the management of an IT service?

Options :

A : Event

B : Incident

C : Problem

D : Known error

Answer: A

Question 5

Which of the following is the MOST important for effective incident management?

Options :

A : A variety of access channels

B : Balanced scorecard review

C : Automated pipelines

D : Collaboration tools and techniques

Answer: D