With which process is problem management likely to share categorization and impact
coding systems?

A.

Incident management

B.

Service asset and configuration management

C.

Capacity management

D.

IT service continuity management

In which document would you expect to see an overview of actual service achievements
against targets?

A.

Operational level agreement (OLA)

B.

Capacity plan

C.

Service level agreement (SLA)

D.

SLA monitoring chart (SLAM)

Who is responsible for ensuring that the request fulfillment process is being performed
according to the agreed and documented standard?

A.

The IT director

B.

The process owner

C.

The service owner

D.

The customer

Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and
customer
2. To identify customer needs and ensure that the service provider is able to meet

A.

Both of the above

B.

1 only

C.

2 only

D.

Neither of the above

The effective management of risk requires specific types of action. Which of the following
pairs of actions would be BEST to manage risk?

A.

Training in risk management for all staff and identification of risks

B.

Identification of risk, analysis and management of the exposure to risk

C.

Control of exposure to risk and investment of capital

D.

Training of all staff and investment of capital

The remediation plan should be evaluated at what point in the change lifecycle?

A.

Before the change is approved

B.

Immediately after the change has failed and needs to be backed out

C.

After implementation but before the post implementation review

D.

After the post implementation review has identified a problem with the change

Which of the following is the correct definition of an outcome?

A.

The results specific to the clauses in a service level agreement (SLA)

B.

The result of carrying out an activity, following a process or delivering an IT service

C.

All the accumulated knowledge of the service provider

D.

All incidents reported to the service desk

Which of the following is NOT one of the five individual aspects of service design?

A.

The design of the service portfolio, including the service catalogue

B.

The design of new or changed services

C.

The design of market spaces

D.

The design of the technology architectures

Understanding what to measure and why it is being measured are key contributors to which
part of the Service Lifecycle?

A.

Service Strategy

B.

Continual Service Improvement

C.

Service Operation

D.

Service Design

Which of the following CANNOT be provided by a tool?

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data