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What does ‘change enablement’ PRIMARILY focus on?A. Changes to service levels
B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies
Answer: B
Which is handled as a service request?
A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch
Answer: C
Which is considered by the ‘partners and suppliers’ dimension?
A. Using artificial intelligence
B. Defining controls and procedures
C. Using formal roles and responsibilities
D. Working with an integrator to manage relationships
Answer: D
Which of these activities is carried out as part of ‘problem management’?
A. Creating incident records
B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records
Answer: D
Identify the missing word(s) in the following sentence.The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
Answer: B
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