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Q131. Which one of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
D. Ensuring that all operational services are recorded in the service catalogue
Answer: B
Q132. 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
Q133. Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
A. The forward schedule of change
B. The service portfolio
C. A configuration management database (CMDB)
D. The service knowledge management system (SKMS)
Answer: D
Q134. 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
Q135. 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)
Answer: B
Q136. Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
A. 2, 3 and 4 only
B. 1, 3 and 4 only
C. 1, 2 and 3 only
D. All of the above
Answer: D
Q137. What is a RACI model used for?
A. Performance analysis
B. Recording configuration items
C. Monitoring services
D. Defining roles and responsibilities
Answer: D
Q138. Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
Answer: D
Q139. 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
Q140. With which process is problem management likely to share categorization and impact coding systems?
A. Incident management
B. Service asset and configuration management
C. Capacity management
D. IT service continuity management
Answer: A