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Questions # 1:

Which service lifecycle stage provides the following values to the business?

Options:
A.

Service transition

B.

Service strategy

C.

Service operation

D.

Service design

Expert Solution
Questions # 2:

Which is an objective of the design coordination process?

Options:
A.

To ensure service design packages are handed over to service transition

B.

To ensure that all changes are assessed for their impact on service designs

C.

TO document the initial structure and relationship between services and customers

D.

TO handover new service level requirements to the service level management process

Expert Solution
Questions # 3:

What is the type of notification that should be sent when a threshold has been reached, something

has changed or a failure has occurred?

Options:
A.

An emergency change

B.

An alert

C.

An emergency event

D.

A request for change

Expert Solution
Questions # 4:

Which describes an interface of incident management with service level management?

Options:
A.

Incident workarounds

B.

Creating a problem record

C.

Incident response times

D.

The status of faulty Cis

Expert Solution
Questions # 5:

Which statement about the known error database (KEDB. is CORRECT?

Options:
A.

It is maintained by the service desk and updated with the details of each new incident

B.

It is a part of the configuration management database (CMDB. and contains workarounds

C.

It is maintained by problem management and is used by the service desk to help resolve incidents

D.

It is maintained by incident management and contains solutions to be implemented by problem

Management

Expert Solution
Questions # 6:

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

Options:
A.

Technology, customer, user

B.

Corporate, customer, service

C.

Corporate, customer, technology

D.

Service, user, IT

Expert Solution
Questions # 7:

Which function is responsible for the closure of an incident record?

Options:
A.

Event management

B.

The service desk

C.

Either the service desk or an appropriate third party engineer

D.

Any appropriate function

Expert Solution
Questions # 8:

What BEST describes the value of service design to the business?

Options:
A.

It supports the creation of a portfolio of quantified services

B.

It reduces total cost of ownership (TCO) of services

C.

It improves the control of service assets and configurations

D.

It provides quick and effective access to standard services

Expert Solution
Questions # 9:

Which process is responsible to provide and maintain accurate information on all services that are

being transitioned or have been transitioned to the live environment?

Options:
A.

Service portfolio management

B.

Service level management

C.

Service catalogue management

D.

Service capacity management

Expert Solution
Questions # 10:

Which of the following is an example of proactive problem management?

Options:
A.

Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

B.

Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

C.

Suspicion or detection of a cause of one or more incidents by the service desk

D.

Trending of historical incident records to identify one or more underlying causes

Expert Solution
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