What is the name of the group that should review changes that must be implemented faster
than the normal change process?

A.

Technical management

B.

Emergency change advisory board

C.

Urgent change board

D.

Urgent change authority

From the perspective of the service provider, what is the person or group who defines or
and agrees their service targets known as?

A.

User

B.

Customer

C.

Supplier

D.

Administrator

Which one of the following would be the MOST useful in helping to define roles and
responsibilities in an organizational structure?

A.

RACI model

B.

Incident model

C.

Continual service improvement (CSI) approach

D.

The Deming Cycle

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 managing relationships with vendors?

A.

Change management

B.

Service portfolio management

C.

Supplier management

D.

Continual service improvement

The effective management of risk requires specific types of action. Which of the following
pairs of actions would be BEST to manage risk?

A.

Training in risk management for all staff and identification of risks

B.

Identification of risk, analysis and management of the exposure to risk

C.

Control of exposure to risk and investment of capital

D.

Training of all staff and investment of capital

Which role is responsible for carrying out the activities of a process?

A.

Process owner

B.

Change manager

C.

Service manager

D.

Process practitioner

The design of IT services requires the effective and efficient use of "the four Ps". What are
these four Ps?

A.

People, process, partners, performance

B.

Performance, process, products, plans

C.

People, process, products, partners

D.

People, products, plans, partners

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 at any 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

What is a service delivered between two business units in the same organization known
as?

A.

Strategic service

B.

Delivered service

C.

Internal service

D.

External service