Q9. Which is a reason why incident management interfaces with service level management?

A. To ensure that problem records are circulated to all customers

B. To ensure that the status of faulty configuration items (CI) is recorded

C. To ensure that incident resolution times are aligned with business needs

D. To ensure that incident workarounds are acceptable to the customers

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Q10. Which process has the purpose to ensure that, by managing the risks which could seriously affect IT

services, the IT service provider can always provide minimum agreed business-related service

levels?

A. Change management

B. IT service continuity management

C. Financial management for IT services

D. Service catalogue management

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Q11. Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A. The process practitioner

B. The process owner

C. The service owner

D. The process manager

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Q12. Which is the BEST definition of a supplier?

A. It is a third party responsible for supplying goods or services that are required to deliver IT services

B. It is a shared services unit that is responsible for supplying goods or services that are required to

deliver IT services

C. It is a third party with responsibility for supplying goods or services that is agreed through an

operational level agreement

D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

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Q13. Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

A. Testing the tool and training process managers on using the process

B. Development or purchase of tools and deployment of the tools

C. Training tool administrators how to manage tools and monitoring tool performance in operational environment

D. Development or purchase of tools and deployment of the process

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Q14. Which one of the following generates demand for services?

A. Infrastructure trends

B. Patterns of business activity (PBA.

C. Cost of providing support

D. Service level agreements (SLA.

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Q15. Which process is responsible for managing all service requests from users?

A. Change fulfilment

B. Incident management

C. Request fulfilment

D. Event management

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Q16. Can service operation improve efficiency in the business operation by automating common routines?

A. No, automating common routines improves effectiveness but not efficiency

B. Yes, through automating common routines and introducing the service knowledge management

System (SKMS)

C. Yes, through automating common routines, more productive work can be carried out

D. No, automating common routines only results in preventing common problems

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Q17. What is the pre-authorized change known as?

A. A normal change

B. A retrospective change

C. A standard change

D. An ordinary change

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Q18. Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

A. Technology, customer, user

B. Corporate, customer, service

C. Corporate, customer, technology

D. Service, user, IT

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