Which one of the following includes four stages called Plan, Do, Check and Act?

A. The Deming Cycle

B. The continual service improvement approach

C. The seven-step improvement process

D. The service lifecycle

Which of these should a change model include?

1.

The steps that should be taken to handle the change

2.

Responsibilities; who should do what, including escalation

3.

Timescales and thresholds for completion of the actions

4.

Complaints procedures

A. 1,2 and 3 only

B. All of the above

C. 1 and 3 only

D. 2 and 4 only

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

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A. Technology, customer, user

B. Corporate, customer, service

C. Corporate, customer, technology

D. Service,user, IT

Where should 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

What is a change of state that has significance for the management of a configuration item (CI) called?

A. An event

B. A baseline

C. A change to a service level agreement

D. A request for change (RFC.

Which statement about stakeholders is TRUE?

A. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization

B. External customers are those who work for the same organization as the IT service provider

C. Internal customers are always charged for the IT services they receive from the IT service provider organization

D. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

Which is the CORRECT list of metrics to support CSI activities?

A. Technology, customer and business

B. Business, service and technology

C. Customer, business and process

D. Process, technology and service

Which is the correct combination of items that makes up an IT service?

A. Customers, providers and documents

B. Information technology, people and processes

C. Information technology, networks and people

D. People, process and customers

What BEST describes the purpose of analyzing risk?

A. To assess impact and urgency

B. To assess impact and probability

C. To review remediation planning

D. To review transition planning