Q1. What term describes assurance that a product or service will meet its agreed requirements?

A. Underpinning contract

B. Warranty

C. Service level agreement

D. Utility

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Q2. What is the BEST definition of a definitive media library?

A. It is a secure library in which the latest versions of authorized software items are stored and protected

B. It is a structured document with definitive information regarding all live IT services, including those available for deployment

C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected

D. It is a set of tools and databases that is used to manage knowledge, information and data

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Q3. Which areas are NOT measured by process KPIs?

1. Technology

2. Performance

3. Value

4. Compliance

A. 1, 2 and 3 only

B. 1, 2 and 4 only

C. 1, 3 and 4 only

D. 2, 3 and 4 only

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Q4. What BEST describes the value of continual service improvement to the business?

A. It supports the creation of a portfolio of quantified services

B. It results in gradual improvement in cost effectiveness

C. It improves governance by building controls into service designs

D. It provides quick and effective access to standard services

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Q5. Which of the following correctly states the relationship between urgency, priority and impact?

A. Impact, priority and urgency are independent of each other

B. Urgency should be based on impact and priority

C. Impact should be based on urgency and priority

D. Priority should be based on impact and urgency

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Q6. What are the two MAJOR activities in problem management?

A. Technical and service

B. Resource and proactive

C. Reactive and technical

D. Proactive and reactive

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Q7. Which process works with change management to ensure only authorized components are used?

A. Knowledge management

B. Service portfolio management

C. Service asset and configuration management

D. Financial management for IT services

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Q8. Which process monitors and improves the performance of the service transition stage of the service lifecycle?

A. Transition planning and support

B. Design co-ordination

C. Change management

D. Service transition management

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Q9. Where are the details of core and enhancing service provided?

A. The definitive media library.

B. The configuration management system.

C. The service portfolio.

D. The service catalogue.

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Q10. Which term describes if a service is fit for use?

A. Serviceability

B. Utility

C. Warranty

D. Availability

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