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

A.

1 only

B.

2 and 3 only

C.

1, 2 and 4 only

D.

All of the above

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

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A.

A capacity database

B.

A definitive media library

C.

A request for change

D.

A known error database

Which oneof the following generates demand for services?

A.

Infrastructure trends

B.

Patterns of business activity (PBA)

C.

Cost of providing support

D.

Service level agreements (SLA)

Which of these statementsabout resources and capabilities is CORRECT?

A.

Resources are types of service asset and capabilities are not

B.

Resources and capabilities are both types of service asset

C.

Capabilities are types of service asset and resources are not

D.

Neithercapabilities nor resources are types of service asset

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A.

Yes: for information purposes, a known error record can be created atany time it is prudent to do so

B.

No: the Known Error should be created before the problem is logged

C.

No: a known error record is created when the original incident is raised

D.

No: a known error record should be created with the next release of the service

Which one of the following are the two primary elements that create value for customers?

A.

Value on investment (VOI) and return on investment (ROI)

B.

Customer and user satisfaction

C.

Service requirements and warranty

D.

Resources and capabilities

Which of the following BEST describes a problem?

A.

An issue reported by a user

B.

The cause of two or more incidents

C.

A serious incident which has a critical impact to the business

D.

The cause of one or more incidents

Within service design, what is the key output handed over to service transition?

A.

Measurement, methods and metrics

B.

Service design package

C.

Service portfolio design

D.

Process definitions

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 accumulatedknowledge of the service provider

D.

All incidents reported to the service desk