What type of baseline captures the structure, contents and details of the infrastructure and
represents a set of items that are related to each other?

A.

Configuration baseline

B.

Project baseline

C.

Change baseline

D.

Asset baseline

Which of the following is an objective of business relationship management?

A.

To identify patterns of business activity

B.

To ensure high levels of customer satisfaction

C.

To secure funding to manage the provision of services

D.

To ensure strategic plans for IT services exist

Which process has the following objective, 'Produce service design packages (SDPs)
based on service charters and change requests'?

A.

Service transition planning and support

B.

Design coordination

C.

Service level management

D.

Change management

Which one of the following activities does application management perform?

A.

Defining where the vendor of an application should be located

B.

Ensuring that the required functionality is available to achieve the required business
outcome

C.

Deciding who the vendor of the storage devices will be

D.

Agreeing the service levels for the service supported by the application

Which one of 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 the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

A.

1, 2 and 3 only

B.

1 and 2 only

C.

1, 2 and 4 only

D.

All of the above

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

A.

To establish trends for use in 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 of the following statements about service asset and configuration management
is/are CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes
to exert.

A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

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

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