Which of the following is the BEST description of a service-based service level agreement
(SLA)?

A.

The SLA covers one service, for all the customers of that service

B.

The SLA covers an individual customer group for all services they use

C.

An SLA that covers all customers for all services

D.

An SLA for a service with no customers

Which one of the following statements about incident reporting and logging is CORRECT?

A.

Incidents can only be reported by users

B.

Incidents can be reported by anyone who detects a disruption or potential disruption to
normal service

C.

All calls to the service desk must be logged as incidents

D.

Incidents reported by technical staff must also be logged as problems

Which one of the following can help determine the level of impact of a problem?

A.

Definitive media library (DML)

B.

Configuration management system (CMS)

C.

Statement of requirements (SOR)

D.

Standard operating procedures (SOP)

What is the BEST description of an operational level 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
ices to operational staff

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 serv

What should a service always deliver to customers?

A.

Applications

B.

Infrastructure

C.

Value

D.

Resources

Which one of the following activities are carried out during the "Where do we want to be?"
step of the continual service improvement (CSI) approach?

A.

Implementing service and process improvements

B.

Reviewing measurements and metrics

C.

Creating a baseline

D.

Defining measurable targets

Which of the following would be used to communicate a high level description of a major
change that involved significant cost and risk to the organization?

A.

Change proposal

B.

Change policy

C.

Service request

D.

Risk register

Which process is responsible for ensuring that appropriate testing takes place?

A.

Knowledge management

B.

Release and deployment management

C.

Service asset and configuration management

D.

Service level management

Which one of the following provides the CORRECT list of processes within the service
operation stage of the service lifecycle?

A.

Event management, incident management, problem management, request fulfillment,
and access management

B.

Event management, incident management, change management, and access
management

C.

Incident management, problem management, service desk, request fulfillment, and
event management

D.

Incident management, service desk, request fulfillment, access management, and event
management

Which process would ensure that utility and warranty requirements are properly addressed
in service designs?

A.

Availability management

B.

Capacity management

C.

Design coordination

D.

Release management