NEW QUESTION 1
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

• A. User
• B. Customer
• C. Supplier
• D. Administrator

Answer: B

NEW QUESTION 2
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

Answer: D

NEW QUESTION 3
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 the storage devices will be
• D. Agreeing the service levels for the service supported by the application

Answer: B

NEW QUESTION 4
IT Service Continuity strategy should be based on:
1) Design of the service technology
2) Business continuity strategy
3) Business Impact Analysis
4) Risk assessment

• A. 1, 2 and 4 only
• B. 1, 2 and 3 only
• C. 2, 3 and 4 only
• D. 1, 3 and 4 only

Answer: C

NEW QUESTION 5
Which of the following is the CORRECT definition of a Release Unit?

• A. A measurement of cost
• B. A function described within Service Transition
• C. The team of people responsible for implementing a release
• D. The portion of a service or IT infrastructure that is normally released together

Answer: D

NEW QUESTION 6
What is the name of the group that should review changes that must be implemented faster than the normal change process?

• A. Technical management
• B. Emergency change advisory board
• C. Urgent change board
• D. Urgent change authority

Answer: B

NEW QUESTION 7
"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

• A. Service Operation
• B. Service Strategy
• C. Service Transition
• D. Continual Service Improvement

Answer: C

NEW QUESTION 8
From the perspective of the service provider, who is the person or group that agrees their service targets?

• A. The user
• B. The customer
• C. The supplier
• D. The administrator

Answer: B

NEW QUESTION 9
Which process is responsible for ensuring that appropriate testing takes place?

• A. Knowledge management
• B. Release and deployment management
• C. Service asset and configuration management
• D. Service level management

Answer: B

NEW QUESTION 10
Which types of communication would the functions within service operation use?
1; Communication between data centre shifts
2: Communication related to changes
3: Performance reporting
4: Routine operational communication

• A. 1 only
• B. 2 and 3 only
• C. 1, 2 and 4 only
• D. All of the above

Answer: D

NEW QUESTION 11
Which of the following statements BEST describes the aims of release and deployment management?

• A. To build, test and deliver the capability to provide the services specified by service design
• B. To ensure that each release package specified by service design consists of a set of related assets and service components
• C. To ensure that all changes can be tracked, tested and verified if appropriate
• D. To record and manage deviations, risks and issues related to the new or changed service

Answer: A

NEW QUESTION 12
Which of the following is one of the primary objectives of Service Strategy?

• A. To design and build processes that will meet business needs
• B. To provide detailed specifications for the design of IT services
• C. To transform Service Management into a strategic asset
• D. To underscore the importance of services in the global economy

Answer: B

NEW QUESTION 13
Consider the following list:
1: Change authority
2: Change manager
3: Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

• A. Job descriptions
• B. Functions
• C. Teams
• D. Roles, people or groups

Answer: D

NEW QUESTION 14
Which of the following statements 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

Answer: D

NEW QUESTION 15
Which of the following is the best definition of service management?

• A. The ability to keep services highly available to meet the business needs
• B. A set of specialized organizational capabilities for providing value to customers in the form of services
• C. A complete set of all the documentation required to deliver world class services to customers
• D. An internationally recognized methodology to provide valuable services to customers

Answer: B

NEW QUESTION 16
Which of the following is the correct definition of an outcome?

• A. The results specific to the clauses in a service level agreement (SLA)
• B. The result of carrying out an activity, following a process or delivering an IT service
• C. All the accumulated knowledge of the service provider
• D. All incidents reported to the service desk

Answer: B

NEW QUESTION 17
Which one of the following are the two primary elements that create value for customers?

• A. Value on investment (VOI) and return on investment (ROI)
• B. Customer and user satisfaction
• C. Service requirements and warranty
• D. Resources and capabilities

Answer: D

NEW QUESTION 18
Which is the correct combination of Service Management terms across the Lifecycle?

• A. 1A, 2B, 3C, 4D
• B. 1C, 2D, 3A, 4B
• C. 1C, 2B, 3A, 4D
• D. 1B, 2C, 3D, 4A

Answer: C

NEW QUESTION 19
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