effective to keep them in the role where they have been trained
C. The Service Desk can often be used as a stepping stone for staff to move into other more
technical or supervisory roles
D. The Service Desk should try to have a high level of staff turnover as the training
requirements are low and this helps to minimize salaries

Answer(s): C
QUESTION: 18
Which of the following questions does Service Strategy help answer with its guidance?

1. How do we prioritize investments across a portfolio?
2. What services to offer and to whom?
3. What are the Patterns of Business Activity (PBA)?

A. 3 only
B. 1 only
C. 2 only
D. Al of the above

Answer(s): D
QUESTION: 19
Effective release and deployment management enables the service provider to add value to the
business by?

A. Ensuring that all assets are accounted for
B. Ensures that the fastest servers are purchased
C. Delivering change, faster and at optimum cost and minimized risk
D. Verifying the accuracy of al items in the configuration management database

Answer(s): C
QUESTION: 20
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple
times to implement Continual Improvement
C. There should be a single Plan and Do, then Check and Act should be carried out multiple
times to implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement

Answer(s): D
QUESTION: 21
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be

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