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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
Which component is focused on the activities need ed by an organization to help it co-create value?
A. Practices
B. Continual improvement
C. Service value chain
D. Guiding principles
Answer: C
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
Which is a financially valuable component that can contribute to the delivery of a service?
A. Service offering
B. Sponsor
C. Configuration item
D. IT asset
Answer: D
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
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