Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring

A.

1, 2 and 3 only

B.

1, 3 and 4 only

C.

2, 3 and 4 only

D.

All of the above

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

Which of the following statements about standard changes are CORRECT? 
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process

A.

1 only

B.

2 and 3 only

C.

1, 2 and 4 only

D.

All of the above

The remediation plan should be evaluated at what point in the change lifecycle?

A.

Before the change is approved

B.

Immediately after the change has failed and needs to be backed out

C.

After implementation but before the post implementation review

D.

After the post implementation review has identified a problem with the change

Which process will perform risk analysis and review of all suppliers and contracts on a
regular basis?

A.

The service level management

B.

The IT service continuity management

C.

The service catalogue management

D.

The supplier management

What would you call the groups of people who have an interest in the activities, targets,
resources and deliverables from service management?

A.

Employers

B.

Stakeholders

C.

Regulators

D.

Accreditors

Which one of the following is concerned with policy and direction?

A.

Capacity management

B.

Governance

C.

Service design

D.

Service level management

Which role is accountable for the operational management of a process?

A.

Process practitioner

B.

Process manager

C.

Service manager

D.

Change manager

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

A process owner has been identified with an “I” in a RACI matrix. Which one of the
following would be expected of them?

A.

Be accountable for the outcome of an activity

B.

Perform an activity

C.

Be kept up-to-date on the progress of an activity

D.

Manage an activity

Which of the following is the BEST description of a service-based service level agreement
(SLA)?

A.

The SLA covers one service, for all the customers of that service

B.

The SLA covers an individual customer group for all services they use

C.

An SLA that covers all customers for all services

D.

An SLA for a service with no customers

Which one of the following statements about incident reporting and logging is CORRECT?

A.

Incidents can only be reported by users

B.

Incidents can be reported by anyone who detects a disruption or potential disruption to
normal service

C.

All calls to the service desk must be logged as incidents

D.

Incidents reported by technical staff must also be logged as problems