Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process

A.

1 only

B.

2 and 3 only

C.

1, 2 and 4 only

D.

All of the above

What would be the next step in the continual service improvement (CSI) model after?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

A.

What is the return on investment (ROI)?

B.

How much did it cost?

C.

How do we keep the momentum going?

D.

What is the value on investment (VOI)?

Which one of the following activities does application management perform?

A.

Defining where the vendor of an application should be located

B.

Ensuring that the required functionality is available to achieve the required business
outcome

C.

Deciding who the vendor of the storage devices will be

D.

Agreeing the service levels for the service supported by the application

Which process is responsible for low risk, frequently occurring, low cost changes?

A.

Demand management

B.

Incident management

C.

Release and deployment management

D.

Request fulfillment

Which statement about the emergency change advisory board (ECAB) is CORRECT?

A.

The ECAB considers every high priority request for change (RFC)

B.

Amongst the duties of the ECAB is the review of completed emergency changes

C.

The ECAB will be used for emergency changes where there may not be time to call a
full CAB

D.

The ECAB will be chaired by the IT Director

Which one of the following provides the CORRECT list of processes within the service
operation stage of the service lifecycle?

A.

Event management, incident management, problem management, request fulfilment,
and access management

B.

Event management, incident management, change management, and access
management

C.

Incident management, problem management, service desk, request fulfilment, and event
management

D.

Incident management, service desk, request fulfilment, access management, and event
management

Which process would ensure that utility and warranty requirements are properly addressed
in service designs?

A.

Availability management

B.

Capacity management

C.

Design coordination

D.

Release management

Which one of the following is the BEST definition of the term service management?

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interacting, interrelated, or independent components that form a unified
whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Which of the following should be considered when designing measurement systems,
methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes

A.

1, 2 and 3 only

B.

1, 3 and 4 only

C.

2, 3 and 4 only

D.

All of the above

Which one of the following does service metrics measure?

A.

Functions

B.

Maturity and cost

C.

The end-to-end service

D.

Infrastructure availability