Q1. Which of the following statements about standard changes are CORRECT? 

1. The approach is pre-authorized 

2. The risk is usually low and well understood 

3. Details of the change will be recorded 

4. Some standard changes will be triggered by the request fulfilment process 

A. 1 only 

B. 2 and 3 only 

C. 1, 2 and 4 only 

D. All of the above 

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Q2. What is the primary focus of the business management? 

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology 

B. Review of all capacity supplier agreements and underpinning contracts with supplier management 

C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services 

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion 

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Q3. Which of the following BEST describes service strategies value to the business? 

A. Allows higher volumes of successful change 

B. Reduction in unplanned costs through optimized handling of service outages 

C. Reduction in the duration and frequency of service outages D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 

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Q4. 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 

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Q5. Which one of the following is the BEST definition of the term service management? 

A. A set of specialized organizational capabilities for providing value to customers in the form of services 

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose 

C. The management of functions within an organization to perform certain activities 

D. Units of organizations with roles to perform certain activities 

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Q6. Which of the following statement about the service owner is INCORRECT? 

A. Carries out the day-to-day monitoring and operation of the service they own 

B. Contributes to continual improvement affecting the service they own 

C. Is a stakeholder in all of the IT processes which support the service they own 

D. Is accountable for a specific service within an organization 

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Q7. 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 

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Q8. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits? 

A. Service asset and configuration management 

B. Event management 

C. Service catalogue management 

D. Problem management 

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Q9. Which Functions are included in IT operations management? 

A. Network management and application management 

B. Technical management and change management 

C. IT operations control and facilities management 

D. Facilities management and release management 

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Q10. Which one of the following activities would be performed by access management? 

A. Providing physical security for staff at data centers and other buildings 

B. Managing access to computer rooms and other secure locations 

C. Managing access to the service desk 

D. Managing the rights to use a service or group of services 

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