New Questions 4

Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

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New Questions 5

Which one of the following is an objective of service catalogue management?

A. Negotiating and agreeing service level agreement

B. Negotiating and agreeing operational level agreements

C. Ensuring that the service catalogue is made available to those approved to access it

D. Only ensuring that adequate technical resources are available

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New Questions 6

Who is responsible for defining metrics for change management?

A. The change management process owner

B. The change advisory board (CAB)

C. The service owner

D. The continual service improvement manager

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New Questions 7

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

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New Questions 8

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A. Service transition planning and support

B. Design coordination

C. Service level management

D. Change management

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New Questions 9

What is the PRIMARY process for strategic communication with the service provider's customers?

A. Service catalogue management

B. Service portfolio management

C. Service desk

D. Business relationship management

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New Questions 10

Which one of the following activities does application management perform?

A. Defining where the vendor of an application should be located

B. Ensuring that the required functionality is available to achieve the required business outcome

C. Deciding who the vendor of storage devices will be

D. Agreeing the service levels for the service supported by the application

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New Questions 11

Which one of the following do major incidents require?

A. Separate procedures

B. Less urgency

C. Longer timescales

D. Less documentation

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New Questions 12

A process owner is responsible for which of the following?

1. Defining the process strategy

2. Assisting with process design

3. Improving the process

4. Performing all activities involved in a process

A. 2, 3 and 4 only

B. All of the above

C. 1, 2 and 3 only

D. 1, 2 and 4 only

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New Questions 13

When can a known error record be raised?

1. At any time it would be useful to do so

2. After a workaround has been found

A. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

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