Q1. Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A. Availability management

B. Capacity management

C. Design coordination

D. Release management

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Q2. Which process will regularly analyze incident data to identify discernible trends?

A. Service level management

B. Problem management

C. Change management

D. Event management

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Q3. 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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Q4. Which of the following is the BEST reason for categorizing incidents?

A. To establish trends for use in problem management and other IT service management (ITSM) activities

B. To ensure service levels are met and breaches of agreements are avoided

C. To enable the incident management database to be partitioned for greater efficiency

D. To identify whether the user is entitled to log an incident for this particular service

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Q5. Which one of the following statements about incident reporting and logging is CORRECT?

A. Incidents can only be reported by users

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

C. All calls to the service desk must be logged as incidents

D. Incidents reported by technical staff must also be logged as problems

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Q6. Which of the following BEST describes the purpose of access management?

A. To provide a channel for users to request and receive standard services

B. Provides the rights for users to be able to use a service or group of services

C. To prevent problems and resulting Incidents from happening

D. To detect security events and make sense of them

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Q7. Which of the following would be examined by a major problem review?

1. Things that were done correctly

2. Things that were done incorrectly

3. How to prevent recurrence

4. What could be done better in the future

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

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Q8. In which document would you expect to see an overview of actual service achievements against targets?

A. Operational level agreement (OLA)

B. Capacity plan

C. Service level agreement (SLA)

D. SLA monitoring chart (SLAM)

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Q9. Which of the following identifies the purpose of design coordination?

A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle

B. Ensuring all service designs have availability designed into them

C. Designing of all the links between every service design process and all other processes in the service lifecycle

D. Control of all supplier relationships from design right through to the production environment

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Q10. Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand management

B. Incident management

C. Release and deployment management

D. Request fulfilment

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