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Which is the cause, or potential cause, of one or more incidents?
A. A known error
B. A problem
C. A change
D. An event
Answer: B
Why and how is a user MOST LIKELY to contact the service desk?
A. To discuss the cause of an incident via a phone call
B. To request access to a resource via a self service portal
C. To authorize an emergency change via live chat
D. To report a problem using a mobile app
Answer: A
What is used as a tool to help define and measure performance?
A. An incident record
B. A continual improvement register
C. A service level agreement
D. A change schedule
Answer: C
What is the CORRECT order for the three phases of problem management?
A. Problem identification, problem control error control
B. Error control, problem control, problem identification
C. Problem identification, error control, problem control
D. Problem control, error control, problem identification
Answer: A
Which guiding principle recommends using ideas from ITIL, Lean, Dev Ops, Kanban, and other sources to help drive improvements?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate
Answer: D
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