Which is NOT within the scope of service transition?
A. Managing major changes or new services into the operational environment.
B. Defining how the service provider will meet the customer's required business outcomes.
C. Ensuring that emergency changes are assessed for impact before implementation.
D. Creating a logical model between the individual components and the overall service.
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
A. Customer assets
B. Customer perceptions
C. Business activity
D. Business vision
Which statement BEST describes the purpose of release and deployment management?
A. To deliver the functionality required by the business while protecting the integrity of existing services
B. To ensure that each release package specified by service design consists of a set of related assets and service components
C. To ensure that all changes can be tracked, tested and verified if appropriate.
D. To record and manage deviations, risks and issues related to the new or changed service
Which statement BEST describes the stakeholders in service management?
A. A stakeholder can only be the customer of a service
B. A stakeholder is any individual or group that has invested their money and time in the services
C. A stakeholder can only be the provider of a service
D. A stakeholder is any individual or group who has an interest in the management of the services
Which statement about Business Cases is TRUE?
A. Business cases should focus on both the financial and non-financial impacts of the proposed project or service
B. Business cases should only focus on the financial impacts of the proposed project to secure support and funding
C. Business cases should only focus on the non-financial business impacts of the proposed project to secure proper high-level management support
D. Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets
Which process analyzes services that are no longer viable and determines when they should be retired?
A. Change management
B. Service portfolio management
C. Service level management
D. Business relationship management
What processes represent the scope of financial management for IT services?
A. Budgeting, costing and charging
B. Budgeting, accounting and charging
C. Cost models and invoicing
D. Charging, accounting and billing
Which is the correct combination of items that makes up an IT service?
A. Customers, providers and documents
B. Information technology, people and processes
C. Information technology, networks and people
D. People, processes and customers
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
A. Service operation
B. Service transition
C. Continual service improvement
D. Service strategy
Access management is responsible for executing the policies that are defined in which process?
A. Service portfolio management
B. Information security management
C. Change management
D. Problem management
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