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

A.

To identify patterns of business activity

B.

To ensure high levels of customer satisfaction

C.

To secure funding to manage the provision of services

D.

To ensure strategic plans for IT services exist

Which of the following BEST describes partners' in the phrase people, processes, products
and partners"?

A.

Suppliers, manufacturers and vendors

B.

Customers

C.

Internal departments

D.

The facilities management function

Why is it important for service providers to understand patterns of business activity (PBA)?

A.

PBA are based on organizational roles and responsibilities

B.

IT service providers CANNOT schedule changes until they understand PBA

C.

Demand for the services delivered by service providers are directly influenced by PBA

D.

Understanding PBA is the only way to enable accurate service level reporting

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

What are the categories of event described in the UIL service operation book?

A.

Informational, scheduled, normal

B.

Scheduled, unscheduled, emergency

C.

Informational, warning, exception

D.

Warning, reactive, proactive

Which process is responsible for discussing reports with customers showing whether
services have met their targets?

A.

Continual service improvement

B.

Change management

C.

Service level management

D.

Availability management

Which one of the following contains information that is passed to service transition to
enable the implementation of a new service?

A.

A service option

B.

A service transition package (STP)

C.

A service design package (SDP)

D.

A service charter

Which of the following options is a hierarchy that is used in knowledge management?

A.

Wisdom - Information - Data - Knowledge

B.

Data - Information - Knowledge - Wisdom

C.

Knowledge - Wisdom - Information - Data

D.

Information - Data - Knowledge - Wisdom

Which of the following would be used to communicate a high level description of a major
change that involved significant cost and risk to the organization?

A.

Change proposal

B.

Change policy

C.

Service request

D.

Risk register

Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

A.

1 and 2 only

B.

2 and 3 only

C.

1 and 3 only

D.

All of the above