Question No: 2

Which of the following types of service should be included in the scope of service portfolio management?

1. Those planned to be delivered

2. Those being delivered

3. Those that have been withdrawn from service

A. 1 and 3 only

B. All of the above

C. 1 and 2 only

D. 2 and 3 only

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Question No: 3

Which function or process would provide staff to monitor events in an operations bridge?

A. Technical management

B. IT operations management

C. Request fulfilment

D. Applications management

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Question No: 4

Which one of the following is an objective of release and deployment management?

A. To standardize methods and procedures used for efficient and prompt handling of all changes

B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

C. To ensure that the overall business risk of change is optimized

D. To define and agree release and deployment plans with customers and stakeholders

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Question No: 5

Which one of the following is the purpose of service level management?

A. To carry out the service operations activities needed to support current IT services

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

C. To create and populate a service catalogue

D. To ensure that an agreed level of IT service is provided for all current IT services

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Question No: 6

Where should the following information be stored?

1. The experience of staff

2. Records of user behaviour

3. Supplier's abilities and requirements

4. User skill levels

A. The change schedule

B. The service portfolio

C. A configuration management database (CMDB)

D. The service knowledge management system (SKMS)

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Question No: 7

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

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Question No: 8

The remediation plan should be evaluated at what point in the change lifecycle?

A. Before the change is approved

B. Immediately after the change has failed and needs to be backed out

C. After implementation but before the post implementation review

D. After the post implementation review has identified a problem with the change

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Question No: 9

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A. Categorization

B. Detection

C. Prioritization

D. Escalation

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Question No: 10

Which is a responsibility of a customer within the service level management process?

A. Negotiate third party contracts

B. Measure service availability

C. Supply good or services

D. Agree Service level targets

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Question No: 11

Which of the following is service transition planning and support NOT responsible for?

A. Prioritizing conflicts for service transition resources

B. Coordinating the efforts required to manage multiple simultaneous transitions

C. Maintaining policies, standards and models for service transition activities and

processes

D. Detailed planning of the build and test of individual changes

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