From the perspective of the service provider, who is the person or group that agrees their service targets?
A.
The user
B.
The customer
C.
The supplier
D.
The administrator
The customer
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
A.
2, 3 and 4 only
B.
1, 2 and 4 only
C.
None of the above
D.
All of the above
1, 2 and 4 only
What areunderpinning contracts used to document?
A.
The provision of IT services or business services by a service provider
B.
The provision of goods and services by third party suppliers
C.
Service levels that have been agreed between the internal service provider and their customer
D.
Metrics and critical success factors (CSFs) for internal support teams
The provision of goods and services by third party suppliers
Which one of the following contains information that is passed to service transition to enable the
implementation of a new service?
A.
A service option
B.
A service transition package (STP)
C.
A service design package (SDP)
D.
A service charter
A service design package (SDP)
Which one of the following is concerned with policy and direction?
A.
Capacity management
B.
Governance
C.
Service design
D.
Service levelmanagement
Governance
Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3.Service catalogue
A.
1 and 2 only
B.
3 only
C.
1 and 3 only
D.
All of the above
1 and 3 only
What is the BEST description of an operationallevel agreement (OLA)?
A.
An agreement between the service provider and another part of the same organization
B.
An agreement between the service provider and an external organization
C.
A document that describes to a customer how services will be operated on a day-to-day basis
D.
A document that describes business services to operational staff
An agreement between the service provider and another part of the same organization
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A.
A change
B.
A change model
C.
A change request
D.
A change advisory board
A change
The consideration ofvalue creation is a principle of which stage of the service lifecycle?
A.
Continual service improvement
B.
Service strategy
C.
Service design
D.
Service transition
Service strategy
Which one of the following does service metrics measure?
A.
Functions
B.
Maturity and cost
C.
The end-to-end service
D.
Infrastructure availability
The end-to-end service
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