There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?

1. Progress
2. Effectiveness
3. Efficiency
4. ?

Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as ‘Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision?

Which of the following does the Availability Management process include?

1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

In which of the following situations should a Problem Record be created?

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

Service Design emphasises the importance of the “Four Ps”. These “Four P’s” include Partners, People, Processes and one other “P”. Which of the following is the additional “P”?

Which of these is the correct set of steps for the Continual Service Improvement Model?

Match the following activities with the Deming Cycle stages

1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement

A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

Which of the following is NOT a Service Desk type recognised in the Service Operation volume of ITIL?