Which one of the following activities would be performed by access management?

A.

Providing physical security for staff at data centers and other buildings

B.

Managing access to computer rooms and other secure locations

C.

Managing access to the service desk

D.

Managing the rights to use a service or group of services

Which of the following types of service should be included in the scope of service portfolio
management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service

A.

1 and 3 only

B.

All of the above

C.

1 and 2 only

D.

2 and 3 only

Which statement should NOT be part of the value proposition for Service Design?

A.

Reduced total cost of ownership

B.

Improved quality of service

C.

Improved Service alignment with business goals

D.

Better balance of technical skills to support live services

Which process is responsible for the availability, confidentiality and integrity of data?

A.

Service catalogue management

B.

Service asset and configuration management

C.

Change management

D.

Information security management

What type of services are NOT directly used by the business but are required by the
service provider to deliver customer facing services?

A.

Business services

B.

Component services

C.

Supporting services

D.

Customer services

What are the three types of metrics that an organization should collect to support continual
service improvement (CSI)?

A.

Return on investment (ROI), value on investment (VOI), quality

B.

Strategic, tactical and operational

C.

Critical success factors (CSFs), key performance indicators (KPIs), activities

D.

Technology, process and service

At which stage of the service lifecycle should the processes necessary to operate a new
service be defined?

A.

Service design: Design the processes

B.

Service strategy: Develop the offerings

C.

Service transition: Plan and prepare for deployment

D.

Service operation: IT operations management

Which process would be used to compare the value that newer services have offered over
those they have replaced?

A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

What is a RACI model used for?

A.

Performance analysis

B.

Recording configuration items

C.

Monitoring services

D.

Defining roles and responsibilities

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will
make their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the
business environment
3. Reduction in the duration and frequency of service outages

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only