Which of the following statements BEST describes the aims of release and deployment
management?

A.

To build, test and deliver the capability to provide the services specified by service
design

B.

To ensure that each release package specified by service design consists of a set of
related assets and service components

C.

To ensure that all changes can be tracked, tested and verified if appropriate

D.

To record and manage deviations, risks and issues related to the new or changed
service

Which one of the following is NOT a valid purpose or objective of problem management?

A.

To prevent problems and resultant incidents

B.

To manage problems throughout their lifecycle

C.

To restore service to a user

D.

To eliminate recurring incidents

Which of the following is NOT a valid objective of problem management?

A.

To prevent problems and their resultant Incidents

B.

To manage problems throughout their lifecycle

C.

To restore service to a user

D.

To eliminate recurring incidents

Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

A.

The forward schedule of change

B.

The service portfolio

C.

A configuration management database (CMDB)

D.

The service knowledge management system (SKMS)

What are the three types of metrics that an organization should collect to support continual
service improvement (CSI)?

A.

Return on investment (ROI), value on investment (VOI), quality

B.

Strategic, tactical and operational

C.

Critical success factors (CSFs), key performance indicators (KPIs), activities

D.

Technology, process and service

Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

A.

2, 3 and 4 only

B.

1, 3 and 4 only

C.

1, 2 and 3 only

D.

All of the above

Which function or process would provide staff to monitor events in an operations bridge?

A.

Technical management

B.

IT operations management

C.

Request fulfillment

D.

Applications management

Which process is responsible for providing the rights to use an IT service?

A.

Incident management

B.

Access management

C.

Change management

D.

Request fulfillment

Which one of the following is an objective of service catalogue management?

A.

Negotiating and agreeing service level agreement

B.

Negotiating and agreeing operational level agreements

C.

Ensuring that the service catalogue is made available to those approved to access it

D.

Only ensuring that adequate technical resources are available

Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

A.

All of the above

B.

1, 2 and 3 only

C.

2 and 4 only

D.

3 and 4 only