Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly

3. How to prevent recurrence
4. What could be done better in the future

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

Which of the following is the BEST reason for categorizing incidents?

What is a RACI model used for?

Which one of the following activities does application management perform?

Which one of the following is the purpose of service level management?