When should a workaround be created?

• A.As soon as possible, once the incident is logged
• B.When a potential permanent solution has been identified
• C.When a problem cannot be resolved quickly
• D.After the resolution of a problem

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Which is a key requirement for successful service level agreements (SLAs)?

• A.They should avoid ambiguous targets such as those relating to user experience
• B.They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
• C.They should be written using language and terms v/hich all parties will understand
• D.They should be based on system-based metrics which are useful to the service provider

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In which situation will incident management USUALLY use a separate process?

• A.For low impact incidents
• B.Where the cause must be diagnosed
• C.Where no target resolution time exists
• D.For information security incidents

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Which is a key element of :he 'think and work holistically' guiding principle?

• A.Using technology for standard tasks to give people time for complex activities
• B.Understanding the methods applicable to complex systems
• C.Eliminating metrics which do not contribute to achieving an objective
• D.Assessing which procedures can be re-used when improving a service

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Which statement about change authorization is CORRECT?

• A.The authorization of normal changes should be expedited to ensure they can be implemented quickly
• B.Centralizing change authorization to a single person is the most effective means of authorization
• C.A change authority should be assigned to each type of change and change model
• D.Standard changes are high risk and should be authorized by the highest level of change authority

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