Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities forimprovement based on a deeper development of the principles defined in the vision'?

A.

Where are we now?

B.

Where do we want to be?

C.

How do we get there?

D.

Did we get there?

Which one of the following activities are carriedout during the "Where do we want to be?" step of the
continual service improvement (CSI) approach?

A.

Implementing service and process improvements

B.

Reviewing measurements and metrics

C.

Creating a baseline

D.

Defining measurable targets

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Governance

C.

Total cost of ownership (TCO)

D.

Key performance indicators (KPIs)

Which of the following is the BEST reason for categorizing incidents?

A.

To establish trends for usein problem management and other IT service management (ITSM) activities

B.

To ensure service levels are met and breaches of agreements are avoided

C.

To enable the incident management database to be partitioned for greater efficiency

D.

To identify whether the user is entitled to log an incident for this particular service

Which process would be used to compare the value that newer services have offered over those they have replaced?

A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

Whichprocess will regularly analyze incident data to identify discernible trends?

A.

Service level management

B.

Problem management

C.

Change management

D.

Event management

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A.

Service level management

B.

Service portfolio management

C.

Request fulfilment

D.

Demand management

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 fulfilment

Which process will perform risk analysis and review of all suppliers and contracts on aregular basis?

A.

The service level management

B.

The IT service continuity management

C.

The service catalogue management

D.

The supplier management