Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

A. Resources and Capabilities

B. Services and Infrastructure

C. Utility and Warranty

D. Applications and Infrastructure

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A. The Request Fulfillment Process Manager

B. The Request Fulfillment Process Owner

C. The Service Desk Manager

D. The Service Manager

Which process is responsible for managing relationships with vendors?

A. Change Management

B. Service Portfolio Management

C. Supplier Management

D. Continual Service Improvement

The information that is passed to Service Transition to enable them to implement a new service is called:

A. A Service Level Package

B. A Service Transition Package

C. A Service Design Package

D. A New Service Package

Which of the following is the CORRECT definition of a Release Unit?

A. A measurement of cost

B. A function described within Service Transition

C. The team of people responsible for implementing a release

D. The portion of a service or IT infrastructure that is normally released together

What are the processes within Service Operation?

A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management

B. Event Management, Incident Management. Change Management and Access Management

C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management

D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

Which of the following is an example of capabilities?

A. Menu driven range of facilities used to access service requests

B. Calls to the service desk to register standard changes

C. A software update downloaded automatically to all laptops in an organization

D. Software to allow programmers to debug code

Which of the following activities is NOT a part of the Derning Cycle?

A. Act

B. Plan

C. Do

D. Co-ordinate

Which of the following is the responsibility of supplier management to negotiate and agree?

A. Service level agreements (SLAs)

B. Third-party contracts

C. The service portfolio

D. Operational level agreements (OLAs)

Which areas of service management can benefit from automation?

1.

Design and modelling

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