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Questions # 1:

Hierarchic escalation is BEST described as?

Options:
A.

Notifying more senior levels of management about an incident

B.

Passing an incident to people with a greater level of technical skill

C.

Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

D.

Failing to meet the incident resolution times specified in a service level agreement

Questions # 2:

Which statement about the emergency change advisory board (ECAB) is CORRECT?

Options:
A.

The ECAB considers every high priority request for change

B.

Amongst the duties of the ECAB is the review of completed emergency changes

C.

The ECAB will be used for emergency changes where there may not be time to call a full CAB

D.

The ECAB will be chaired by the IT director

Questions # 3:

Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events

2. To restore normal service operation as quickly as possible

3. To minimize adverse impacts on business operations

Options:
A.

1 and 2 only

B.

2 and 3 only

C.

1 and 3 only

D.

All of the above

Questions # 4:

Remediation planning is BEST described in which of the following ways?

Options:
A.

Planning how to recover the cost of a change

B.

Planning the steps required to be taken if a change is unsuccessful

C.

Planning how to compensate a user for a failed change

D.

Planning how to advise the change requestor of a failed change

Questions # 5:

When can a known error record be raised?

1. At any time it would be useful to do so

2. After a workaround has been found

Options:
A.

2 only

B.

1 only

C.

Neither of the above

D.

Both of the above

Questions # 6:

Which of the following should be done when closing an incident?

1. Check the incident categorization and correct it if necessary

2. Check that the user is satisfied with the outcome

Options:
A.

1 only

B.

Both of the above

C.

2 only

D.

Neither of the above

Questions # 7:

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Options:
A.

The service level management

B.

The IT service continuity management

C.

The service catalogue management

D.

The supplier management

Questions # 8:

Which of the following identify the purpose of business relationship management?

1. To establish and maintain a business relationship between service provider and customer

2. To identify customer needs and ensure that the service provider is able to meet

Options:
A.

Both of the above

B.

1 only

C.

2 only

D.

Neither of the above

Questions # 9:

Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident

2. Chronological order of steps to resolve the incident

Options:
A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

Questions # 10:

Which process would be used to compare the value that newer services have offered over those they have replaced?

Options:
A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

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