The answers to questions in this chapter are on page 86.
To finish the book, here are some questions taken at random from across the Service Lifecycle.
A user calls the Service Desk to report that following the installation of a new version of the PC operating system their PC is running slowly.
After logging the call, what action should the Service Desk take?
A Refer it to Capacity Management because it could be evidence of a performance problem
B Process it as an Incident using the Incident Management process
C Refer it to the Change Manager because it may be that the Change was not implemented correctly
D Refer it to the Service Level Manager as it may cause a breach to the SLA
See Guide ...