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Q1. Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels? 

A. Change management 

B. IT service continuity management 

C. Financial management for IT services 

D. Service catalog management 

Answer: B 


Q2. What is the act of transforming resources and capabilities into valuable service better known as? 

A. Service management 

B. Incident management 

C. Resource management 

D. Service support 

Answer: A 


Q3. Which of the following is NOT a valid objective of problem management? 

A. To prevent problems and their resultant Incidents 

B. To manage problems throughout their lifecycle 

C. To restore service to a user 

D. To eliminate recurring incidents 

Answer: C 


Q4. Which of the following BEST describes service strategies value to the business? 

A. Allows higher volumes of successful change 

B. Reduction in unplanned costs through optimized handling of service outages 

C. Reduction in the duration and frequency of service outages D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 

Answer: D 


Q5. Which of the following is NOT a benefit of using public frameworks and standards? 

A. Knowledge of public frameworks is more likely to be widely distributed 

B. They are always free ensuring they can be implemented quickly 

C. They are validated across a wide range of environments making them more robust 

D. They make collaboration between organizations easier by giving a common language 

Answer: B 


Q6. 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 


Q7. 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 


Q8. Which of the following is NOT an objective of service transition? 

A. To ensure that a service can be operated, managed and supported 

B. To provide training and certification in project management 

C. To provide quality knowledge and information about services and service assets 

D. To plan and manage the capacity and resource requirements to manage a release 

Answer: B 


Q9. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard? 

A. The IT director 

B. The process owner 

C. The service owner 

D. The customer 

Answer: B 


Q10. Which is the correct definition of a customer facing service? 

A. One which directly supports the business processes of customers 

B. A service that cannot be allowed to fail 

C. One which is not covered by a service level agreement 

D. A service not directly used by the business 

Answer: A