When can a known error record be raised?
1.
At any time it would be useful to do so
2.
After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
A. The change authorization board
B. The change advisory board
C. The change implementer
D. The change manager
Which process is responsible for discussing reports with customers showing whether services have met their targets?
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Rights, access, identity, directory services, service/service components
C. Physical, personnel, network, emergency, service
D. Normal, temporary, emergency, personal, group
Which of these statements about resources and capabilities is CORRECT?
A. Resources are types of service asset and capabilities are not
B. Resources and capabilities are both types of service asset
C. Capabilities are types of service asset and resources are not
D. Neither capabilities nor resources are types of service asset
Within service design, what is the key output handed over to service transition?
A. Measurement, methods and metrics
B. Service design package
C. Service portfolio design
D. Process definitions
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Which one of the following do technology metrics measure?
A. Components
B. Processes
C. The end-to-end service
D. Customer satisfaction
Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management
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