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?

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

Which of the following might be used to manage an Incident?
1. Incident Model
2. Known Error Record

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

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

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

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

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

Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that user is satisfied with the outcome

Which of the following is an objective of Release and Deployment Management?