Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
Which process works with incident management to ensure that security breaches are detected and logged?
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
How does information about problems and known errors contribute to 'incident management'?
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
TESTED 05 Feb 2025
