Which is an important principle of communication in service operation?

• A.It is stored in the configuration management system
• B.Information should always be communicated
• C.It has an intended purpose or a resultant action
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• D.Meetings are always the best method of communication

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Which gives a user access to a system?

• A.Service provision
• B.Service agreement
• C.Service requirement
• D.Service consumption

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How should automation be implemented?

• A.By optimizing as much as possible first
• B.By replacing the existing tools first
• C.By initially concentrating on the most complex tasks
• D.By replacing human intervention wherever possible

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A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

• A.Incident management
• B.Service request management
• C.Problem management
• D.Change enablement

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Which of these should be logged and managed as a problem?

• A.A user requests delivery of a laptop
• B.A monitoring tool detects a change of state for a service
• C.'Continual improvement' needs to prioritize an improvement opportunity
• D.Trend analysis shows a large number of similar incidents

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