Which of the following processes contributes MOST to quantifying the financial value of IT
services to the business?

A.

Service level management

B.

Financial management

C.

Demand management

D.

Risk management

Why is it important for service providers to understand patterns of business activity (PBA)?

A.

PBA are based on organizational roles and responsibilities

B.

IT service providers CANNOT schedule changes until they understand PBA

C.

Demand for the services delivered by service providers are directly influenced by PBA

D.

Understanding PBA is the only way to enable accurate service level reporting

Which one of the following is the purpose of service level management?

A.

To carry out the service operations activities needed to support current IT services

B.

To ensure that sufficient capacity is provided to deliver the agreed performance of
services

C.

To create and populate a service catalogue

D.

To ensure that an agreed level of IT service is provided for all current IT services

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

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

Which process would you MOST expect to be involved in the management of underpinning
contracts?

A.

Change management

B.

Service catalogue management

C.

Supplier management

D.

Release and deployment management

Which one of the following is NOT an aim of the change management process?

A.

To ensure the impact of changes are understood

B.

To ensure that changes are recorded and evaluated

C.

To ensure that all changes to configuration items (CIs) are recorded in the configuration
management system (CMS)

D.

To deliver and manage IT services at agreed levels to business users

Which one of the following is the BEST definition of an event?

A.

Any change of state that has significance for the management of a configuration item
(CI) or IT service

B.

An unplanned interruption to an IT service or a reduction in the quality of an IT service

C.

The unknown cause of one or more incidents that have an impact on an IT service

D.

Reducing or eliminating the cause of an incident or problem

In which document would you expect to see an overview of actual service achievements
against targets?

A.

Operational level agreement(OLA)

B.

Capacity plan

C.

Service level agreement(SLA)

D.

SLA monitoring chart(SLAM)

Where would you expect incident resolution targets to be documented?

A.

A service level agreement (SLA)

B.

A request for change (RFC)

C.

The service portfolio

D.

A service description

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

Which one of the following is an objective of service catalogue management?

A.

Negotiating and agreeing service level agreement

B.

Negotiating and agreeing operational level agreements

C.

Ensuring that the service catalogue is made available to those approved to access it

D.

Only ensuring that adequate technical resources are available