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

How many people should be accountable for a process as defined in the RACI model?

A.

As many as necessary to complete the activity

B.

Only one - the process owner

C.

Two - the process owner and the process enactor

D.

Only one - the process architect

Which of the following BEST describes the purpose of access management?

A.

To provide a channel for users to request and receive standard services

B.

Provides the rights for users to be able to use a service or group of services

C.

To prevent problems and resulting Incidents from happening

D.

To detect security events and make sense of them

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

Which of the following is the BEST description of a centralized service desk?

A.

The desk is co-located within or physically close to the user community it serves

B.

The desk uses technology and other support tools to give the impression that multiple
desk locations are in one place

C.

The desk provides 24 hour global support

D.

There is a single desk in one location serving the whole organization

Which one of the following would NOT involve event management?

A.

Intrusion detection

B.

Recording and monitoring environmental conditions in the data centre

C.

Recording service desk staff absence

D.

Monitoring the status of configuration items

Which one of the following is NOT a characteristic of a process?

A.

It is measureable

B.

It delivers specific results

C.

It responds to specific events

D.

It structure an organization

Remediation planning is BEST described in which of the following ways?

A.

Planning how to recover the cost of a change

B.

Planning the steps required to be taken if a change is unsuccessful

C.

Planning how to compensate a user for a failed change

D.

Planning how to advise the change requestor of a failed change

Which of the following identifies the purpose of service transition planning and support?

A.

Provide overall planning for service transitions and co-ordinate the resources they
require

B.

Ensure that all service transitions are properly authorized

C.

Provide the resources to allow all infrastructure elements of a service transition to be
recorded and tracked

D.

To define testing scripts to ensure service transitions are unlikely to ever fail

Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only