What would be the next step in the Continual Service Improvement (CSI) Model after:

1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

Which of the following is the BEST description of a centralised Service Desk?

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?

1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability

Which role is accountable for a specific service within an organization?

Which of the following statements about processes is CORRECT?

1. A process is always organized around a set of objectives
2. A process should be documented

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

Which of the following do Service Metrics measure?

Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?

1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and deployment technology
4. Process Design

What does a service always deliver to customers?

Which of the following activities are helped by recording relationships between Configuration Items (CIs)?

1. Assessing the impact and cause of Incidents and Problems
2. Assessing the impact of proposed Changes
3. Planning and designing a Change to an existing service
4. Planning a technology refresh or software upgrade