Which statement is CORRECT?
A. A function is a set of responsibilities allocated to a service manager
B. A process is a team or group of people and the tools they use to perform one or more activities
C. A function is a set of specialised organisational capabilities
D. A process is a structured set of activities designed to accomplish a specific objective
How is a service delivered between departments of same organization classified?
A. Internal Service
B. External Service
C. Mission Critical service
D. Organizational service.
What BEST describes the value of service strategy to the business?
A. It supports the creation of a portfolio of quantified services
B. It reduces the effort spent on managing test and pilot environments
C. It improves the control of service assets and configurations
D. It provides quick and effective access to standard services
The configuration management system is part of which system?
A. The availability management information system
B. The capacity management information system
C. The information security management system
D. The service knowledge management system
What is the BEST description of a change proposal?
A. Any request for change (RFC. submitted to change management
B. An authorised change submitted to release and deployment
C. An RFC that must be implemented as soon as possible
D. A justification for a change with significant cost or risk
Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Service level management
C. Access Management
D. Continual Service improvement
Which statement about the known error database (KEDB. is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB. and contains workarounds
C. It is maintained by problem management and is used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem Management
Which is one of the five aspects of service design?
A. Management information systems and tools
B. Risk analysis and management approach
C. Management policy for business case creation
D. Corporate governance and policy
Which is an objective of access management?
A. To efficiently respond to requests for granting access to services.
B. To defect changes of state that have significance for management of an IT service.
C. To assist with general information, complains or comments.
D. To minimize the impact of incidents that cannot be prevented.
Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
A. Testing the tool and training process managers on using the process
B. Development or purchase of tools and deployment of the tools
C. Training tool administrators how to manage tools and monitoring tool performance in operational environment
D. Development or purchase of tools and deployment of the process
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