Topic 1: Volume A
Which one of the following functions would be responsible for the management of a data
centre?
A.
Technical management
B.
Service desk
C.
Application management
D.
Facilities management
Facilities management
Which process will regularly anal0yse incident data to identify discernible trends?
A.
Service level management
B.
Problem management
C.
C0hange management
D.
Event management
Problem management
The consideration of value creation is a principle of which stage of the service lifecycle?
A.
Continual service improvement
B.
Service strategy
C.
Service design
D.
Service transition
Service strategy
What should a service always deliver to customers?
A.
Applications
B.
Infrastructure
C.
Value
D.
Resources
Value
Availability management is directly responsible for the availability of which of the following?
A.
IT services and components
B.
IT services and business processes
C.
Components and business processes
D.
IT services, components and business processes
IT services and components
Which one of the following is NOT part of the service design stage of the service lifecycle?
A.
Designing and maintaining all necessary service transition packages
B.
Producing quality, secure and resilient designs for new or improved services
C.
Taking service strategies and ensuring they are reflected in the service design
processes and the service designs that are produced
D.
Measuring the effectiveness and efficiency of service design and the supporting
processes
Designing and maintaining all necessary service transition packages
Which is the correct definition of a customer facing service?
A.
One which directly supports the business processes of customers
B.
A service that cannot be allowed to fail
C.
One which is not covered by a service level agreement
D.
A service not directly used by the business
One which directly supports the business processes of customers
Which process includes business, service and component sub-processes?
A.
Capacity management
B.
Incident management
C.
Service level management
D.
Financial management
Capacity management
Which of the following BEST describes the purpose of access management?
A.
To provide a channel for users to request and receive standard services
B.
Provides the rights for users to be able to use a service or group of services
C.
To prevent problems and resulting Incidents from happening
D.
To detect security events and make sense of them
Provides the rights for users to be able to use a service or group of services
What is the result of carrying out an activity, following a process or delivering an IT service
known as?
A.
Outcome
B.
Incident
C.
Change
D.
Problem
Outcome
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