Availability management is directly responsible for the availability of which of the following?

A.

IT services and components

B.

IT services and business processes

C.

Components and business processes

D.

IT services, components and business processes

Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

A.

1 only

B.

2 and 3 only

C.

1, 2 and 4 only

D.

All of the above

Which one of the following are the two primary elements that create value for customers?

A.

Value on investment (VOI) and return on investment (ROI)

B.

Customer and user satisfaction

C.

Service requirements and warranty

D.

Resources and capabilities

Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Which of the following is NOT one of the five individual aspects of service design?

A.

The design of the service portfolio, including the service catalogue

B.

The design of new or changed services

C.

The design of market spaces

D.

The design of the technology architectures

Which of the following statements MOST correctly identifies the scope of design
coordination activities?

A.

Only changes that introduce new services are included

B.

All changes are mandated to be included

C.

Only changes to business critical systems are included

D.

Any changes that would benefit the organization are included

Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome

A.

1 only

B.

Both of the above

C.

2 only

D.

Neither of the above

Which statement BEST represents the guidance on incident logging?

A.

Incidents must only be logged if a resolution is not immediately available

B.

Only incidents reported to the service desk can be logged

C.

All incidents must be fully logged

D.

The service desk decide which incidents to log

What is the PRIMARY process for strategic communication with the service provider's
customers?

A.

Service catalogue management

B.

Service portfolio management

C.

Service desk

D.

Business relationship management

Which two processes will contribute MOST to enabling effective problem detection?

A.

Incident and financial management

B.

Change and release and deployment management

C.

Incident and event management

D.

Knowledge and service level management