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Q1. Which of the following would be most useful in helping to implement a workaround as quickly as possible?
A. A capacity database
B. A definitive media library
C. A request for change
D. A known error database
Answer: D
Q2. Which of the following processes are performed by the service desk?
1.
Capacity management
2.
Request fulfillment
3.
Demand management
4.
Incident management
A. All of the above
B. 3 and 4 only
C. 2 and 4 only
D. 2 only
Answer: C
Q3. Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
A. Suppliers, manufacturers and vendors
B. Customers
C. Internal departments
D. The facilities management function
Answer: A
Q4. Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
A. Both of the above
B. 1 only
C. 2 only
D. Neither of the above
Answer: A
Q5. The consideration of value creation is a principle of which stage of the service lifecycle?
A. Continual service improvement
B. Service strategy
C. Service design
D. Service transition
Answer: B
Q6. Which of the following is NOT an objective of request fulfillment?
A. To provide information to users about what services are available and how to request them
B. To update the service catalogue with services that may be requested through the service desk
C. To provide a channel for users to request and receive standard services
D. To source and deliver the components of standard services that have been requested
Answer: B
Q7. Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
B. Planning the steps required to be taken if a change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change requestor of a failed change
Answer: B
Q8. 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
Q9. Which two elements of financial management for IT services are mandatory?
A. Budgeting and charging
B. Accounting and charging
C. Budgeting and accounting
D. Costing and charging
Answer: C
Q10. Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
A. To ensure that a service managed and operated accordance with constraints specified during design
B. To design and develop capabilities for service management
C. To provide good-quality knowledge and information about services
D. To plan the resources required to manage a release
Answer: B