A. Incident Model

B. Problem Model

C. Configuration Model

D. Change Model

A. Access Management

B. Facilities Management

C. Event Management

D. Demand Management

A. Loss of ability to operate to specification, or to deliver the required output

B. A change of state which has significance for the management of a Configuration Item or IT Service

C. A warning that a threshold has been reached, something has changed, or a failure has occurred

D. An unplanned interruption to an IT service or reduction in the quality of an IT service

A. 1A, 2B, 3C, 4D

B. 1C, 2D, 3A, 4B

C. 1C, 2B, 3A, 4D

D. 1B, 2C, 3D, 4A

A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

A. The ability to keep services highly available to meet the business needs

B. A set of specialized organizational capabilities for providing value to customers in the form of services

C. A complete set of all the documentation required to deliver world class services to customers

D. An internationally recognized methodology to provide valuable services to customers