Topic 1, Volume A


QUESTION: 1
Which of the following is NOT an example of Self-Help capabilities?

A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software

Answer(s): A
QUESTION: 2
Which of the following is the correct set of steps for the continual service improvement
model/approach?

A. Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually improve
B. Where do we want to be?; How do we get there?; How do we check we have arrived?; How
do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the
plan; Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?

Answer(s): D
QUESTION: 3
Which of the following statements is INCORRECT?

A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management
Databases (CMDB)
D. The SKMS can include user skil levels

Answer(s): A
QUESTION: 4
The group that authorizes changes that must be installed faster than the normal process is
called the?

A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)