Q105. What do major incidents require?

Q106. Which role is responsible for sponsoring, designing and change managing a process and its metrics?

Q107. In which of the following should details of a workaround be documented?

Q108. Which of the following is an objective of business relationship management?

Q109. What is the act of transforming resources and capabilities into valuable service better known as?

Q110. Which of the following is NOT an objective of Continual Service Improvement?

Q111. What BEST describes the customers and users of an IT service provider?

Q112. The configuration management system is part of which system?

Q113. What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

Q114. Which is an objective of the design coordination process?

Q115. Which one of the following can help determine the level of impact of a problem?

Q116. Which one of the following is NOT a valid purpose or objective of problem management?

Q117. Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

Q118. Who is responsible for defining metrics for change management?

Q119. What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Q120. Which of the following is an example of proactive problem management?

Q121. What BEST describes the value of continual service improvement to the business?