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 is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
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
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Within service design, what is the key output handed over to service transition?
A. Measurement, methods and metrics
B. Service design package
C. Service portfolio design
D. Process definitions
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
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Rights, access, identity, directory services, service/service components
C. Physical, personnel, network, emergency, service
D. Normal, temporary, emergency, personal, group
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
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
A. The change authorization board
B. The change advisory board
C. The change implementer
D. The change manager
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