Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A.

Each iteration should be designed before starting the initiative and implemented without feedback

B.

Feedback should only be taken into account when one iteration fails to meet its objective

C.

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

D.

Each iteration should be continually re-evaluated based on feedback

Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

Identify the missing words in the following sentence.
The management of information security incidents usually requires [?]. 

A.

Immediate escalation

B.

Specialist teams

C.

A separate process

D.

Third party support

What should all 'continual improvement' decisions be based on?

A.

Accurate and carefully analysed data

B.

Details of how services are measured

C.

A recent maturity assessment

D.

An up-to-date balanced scorecard

Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve,without the customer having to manage specific [?] and risks.

A.

information

B.

utility

C.

warranty

D.

costs

What are the types of asset management? 

A.

IT asset management and software asset management

B.

Operational and technical management

C.

IT asset management and technical management

D.

Operational management and IT asset management

Which activity is part of the 'continual improvement' practice?

A.

Populating and maintaining the asset register

B.

Providing a clear path for users to report issues, queries, and requests

C.

Delivering tactical and operational engagement with customers

D.

Identifying and logging opportunities

Which skill is an essential part of the 'service level management' practice?

A.

Problem analysis

B.

Technical knowledge

C.

Listening

D.

Diagnosis

Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable
information about the configuration of services, and the [?] that support them, is available when and where it is needed. 

A.

suppliers

B.

assets

C.

customers

D.

CIs

Which of the following is an example of incident?

A.

A backup server is being rebooted while services are running on the primary server

B.

An application is not available during the business hours

C.

A user has requested access to a shared repository

D.

A user wants to reset the password of a server