Question 1

Which process works with incident management to ensure that security breaches are detected and logged?

Options :

A : Change management

B : Service level management

C : Access management

D : Continual service improvement

Answer: C

Question 2

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

Options :

A : Service request management

B : Change enablement

C : Problem management

D : Service level management

Answer: D

Question 3

Which is an example of a service request?

Options :

A : A request for normal operation to be restored

B : A request to implement a security patch

C : A request for access to a file

D : A request to investigate the cause of an incident

Answer: C

Question 4

What is an example of an action a service request management employee would undertake as part of the 'engage' activity?

Options :

A : Provide trend, quality, and feedback information about requests

B : Initiate and fulfill standard changes

C : Communicate with consumers to understand their requirements

D : Fulfill the consumer-s service requests through acquisition of service components

Answer: C

Question 5

Which TWO are important aspects of the 'service request management' practice?

1. Standardization and automation

2. Providing a variety of channels for access

3. Establishing a shared view of targets

4. Policies for approvals

Options :

A : 1 and 2

B : 2 and 3

C : 3 and 4

D : 1 and 4

Answer: D

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