What body exists to support the authorization of changes and to assist change
management in the assessment and prioritization of changes?

A.

The change authorization board

B.

The change advisory board

C.

The change implementer

D.

The change manager

Which of the following is NOT an objective of service transition?

A.

To ensure that a service can be operated, managed and supported

B.

To provide training and certification in project management

C.

To provide quality knowledge and information about services and service assets

D.

To plan and manage the capacity and resource requirements to manage a release

The experiences, ideas, insights and values of individuals are examples of which level of
understanding within knowledge management?

A.

Data

B.

Information

C.

Knowledge

D.

Governance

Which of the following are basic concepts used in access management?

A.

Personnel, electronic, network, emergency, identity

B.

Rights, access, identity, directory services, service/service components

C.

Physical, personnel, network, emergency, service

D.

Normal, temporary, emergency, personal, group

Which process or function is responsible for monitoring activities and events in the IT
infrastructure?

A.

Service level management

B.

IT operations management

C.

Capacity management

D.

Incident management

When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found

A.

2 only

B.

1 only

C.

Neither of the above

D.

Both of the above

Within service design, what is the key output handed over to service transition?

A.

Measurement, methods and metrics

B.

Service design package

C.

Service portfolio design

D.

Process definitions

Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

A.

Job descriptions

B.

Functions

C.

Teams

D.

Roles, people or groups

Which two processes will contribute MOST to enabling effective problem detection?

A.

Incident and financial management

B.

Change and release and deployment management

C.

Incident and event management

D.

Knowledge and service level management

Which process would be used to compare the value that newer services have offered over
those they have replaced?

A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management