Hierarchic escalation is BEST described as?

A.

Notifying more senior levels of management about an incident

B.

Passing an incident to people with a greater level of technical skill

C.

Using more senior specialists than necessary to resolve an Incident to maintain
customer satisfaction

D.

Failing to meet the incident resolution times specified in a service level agreement

Which process is responsible for managing relationships with vendors?

A.

Change management

B.

Service portfolio management

C.

Supplier management

D.

Continual service improvement

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Governance

C.

Total cost of ownership (TCO)

D.

Key performance indicators (KPIs)

A process owner has been identified with an “I” in a RACI matrix. Which one of the
following would be expected of them?

A.

Be accountable for the outcome of an activity

B.

Perform an activity

C.

Be kept up-to-date on the progress of an activity

D.

Manage an activity

What is the name of the group that should review changes that must be implemented faster
than the normal change process?

A.

Technical management

B.

Emergency change advisory board

C.

Urgent change board

D.

Urgent change authority

Which one of the following do technology metrics measure?

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

At which stage of the service lifecycle should the processes necessary to operate a new
service be defined?

A.

Service design: Design the processes

B.

Service strategy: Develop the offerings

C.

Service transition: Plan and prepare for deployment

D.

Service operation: IT operations management

Which process is responsible for recording the current details, status, interfaces and
dependencies of all services that are being run or being prepared to run in the live
environment?

A.

Service level management

B.

Service catalogue management

C.

Demand management

D.

Service transition

Service transition contains detailed descriptions of which processes?

A.

Change management, service asset and configuration management, release and
deployment management

B.

Change management, capacity management event management, service request
management

C.

Service level management, service portfolio management, service asset and
configuration management

D.

Service asset and configuration management, release and deployment management,
request fulfillment

Which process is responsible for dealing with complaints, comments, and general enquiries
from users?

A.

Service level management

B.

Service portfolio management

C.

Request fulfilment

D.

Demand management