What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
A. Configuration baseline
B. Project baseline
C. Change baseline
D. Asset baseline
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 should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
The BEST description of an incident is:
A. An unplanned disruption of service unless there is a backup to that service
B. An unplanned interruption to service or a reduction in the quality of service
C. Any disruption to service whether planned or unplanned
D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
Which of the following would commonly be found in a contract underpinning an IT service?
1.
Financial arrangements related to the contract
2.
Description of the goods or service provided
3.
Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Which one of the following do technology metrics measure?
A. Components
B. Processes
C. The end-to-end service
D. Customer satisfaction
Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management
Which of these statements about resources and capabilities is CORRECT?
A. Resources are types of service asset and capabilities are not
B. Resources and capabilities are both types of service asset
C. Capabilities are types of service asset and resources are not
D. Neither capabilities nor resources are types of service asset
Which process is responsible for managing relationships with vendors?
A. Change management
B. Service portfolio management
C. Supplier management
D. Continual service improvement
Which process is responsible for discussing reports with customers showing whether services have met their targets?
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
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