Which of these statements about resources and capabilities is CORRECT?

A.

Resources are types of service asset and capabilities are not

B.

Resources and capabilities are both types of service asset

C.

Capabilities are types of service asset and resources are not

D.

Neither capabilities nor resources are types of service asset

Which one of the following would NOT be defined as part of every process?

A.

Roles

B.

Inputs and outputs

C.

Functions

D.

Metrics

The BEST description of an incident is:

A.

An unplanned disruption of service unless there is a backup to that service

B.

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

C.

Any disruption to service whether planned or unplanned

D.

Any disruption to service that is reported to the service desk, regardless of whether the
service is impacted or not

Which one of the following would be the MOST useful in helping to define roles and
responsibilities in an organizational structure?

A.

RACI model

B.

Incident model

C.

Continual service improvement (CSI) approach

D.

The Deming Cycle

The design of IT services requires the effective and efficient use of "the four Ps". What are
these four Ps?

A.

People, process, partners, performance

B.

Performance, process, products, plans

C.

People, process, products, partners

D.

People, products, plans, partners

Which of the following service desk organizational structures are described in service
operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

A.

1, 2 and 4 only

B.

2, 3 and 4 only

C.

1, 3 and 4 only

D.

1, 2 and 3 only

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

A.

1, 2 and 3 only

B.

1 and 2 only

C.

1, 2 and 4 only

D.

All of the above

Which role is responsible for carrying out the activities of a process?

A.

Process owner

B.

Change manager

C.

Service manager

D.

Process practitioner

What type of baseline captures the structure, contents and details of the infrastructure and
represents a set of items that are related to each other?

A.

Configuration baseline

B.

Project baseline

C.

Change baseline

D.

Asset baseline

Which statement should NOT be part of the value proposition for Service Design?

A.

Reduced total cost of ownership

B.

Improved quality of service

C.

Improved Service alignment with business goals

D.

Better balance of technical skills to support live services