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

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 are Service Desk organizational structures?

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

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

What is the BEST description of an Operational Level Agreement (OLA)?

How many people should be accountable for a process as defined in the RACI model?

Which of the following statements about processes is INCORRECT?

Which of the following would be defined as part of every process?

1. Roles
2. Activities
3. Functions
4. Responsibilities