Why is it important for service providers to understand patterns of business activity (PBA)?

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

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 two processes will contribute MOST to enabling effective problem detection?

Which of the following BEST describes service strategies value to the business?

The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?

Which of the following is an objective of business relationship management?

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

Which of the following options is a hierarchy that is used in knowledge management?