Effective Service Transition can significantly improve a service provider’s ability to handle high volumes of what?

A change process model should include:

1 – The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events 2 – Responsibilities; who should do what, including escalation 3 – Timescales and thresholds for completion of the actions 4 – Complaints procedures

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Which of the following are the two primary elements that create value for customers?

Which of the following might be used to manage an Incident?

1. Incident Model
2. Known Error Record

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

Which of the following are Service Desk organizational structures?

1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Which of the following is MOST concerned with the design of new or changed services?