Which one of the following is NOT an aim of the change management process?

A.

To ensure the impact of changes are understood

B.

To ensure that changes are recorded and evaluated

C.

To ensure that all changes to configuration items (CIs) are recorded in the configuration
management system (CMS)

D.

To deliver and manage IT services at agreed levels to business users

Which one of the following activities is NOT part of the Deming Cycle?

A.

Act

B.

Plan

C.

Do

D.

Co-ordinate

Who is responsible for defining metrics for change management?

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

Which one of the following is NOT an objective of problem management?

A.

Minimizing the impact of incidents that cannot be prevented

B.

Preventing problems and resulting incidents from happening

C.

Eliminating recurring incidents

D.

Restoring normal service operation as quickly as possible

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will
make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the
business environment
3. Support the creation of a portfolio of quantified services

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

A.

1 only

B.

2 and 3 only

C.

1, 2 and 4 only

D.

All of the above

Which one of the following is NOT the responsibility of service catalogue management?

A.

Ensuring that information in the service catalogue is accurate

B.

Ensuring that service level agreements are maintained

C.

Ensuring that information in the service catalogue is consistent with information in the
service portfolio

D.

Ensuring that all operational services are recorded in the service catalogue

Which one of the following would NOT involve event management?

A.

Intrusion detection

B.

Recording and monitoring environmental conditions in the data centre

C.

Recording service desk staff absence

D.

Monitoring the status of configuration items

Which one of the following is the BEST definition of an event?

A.

Any change of state that has significance for the management of a configuration item
(CI) or IT service

B.

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

C.

The unknown cause of one or more incidents that have an impact on an IT service

D.

Reducing or eliminating the cause of an incident or problem

Which one of the following is it the responsibility of supplier management to negotiate and
agree?

A.

Service level agreements (SLAs)

B.

Third-party contracts

C.

The service portfolio

D.

Operational level agreements (OLAs)