Which action is performed by a service provider?

A. Requesting required service actions

B. Authorizing budget for service consumption

C. Ensuring access to agreed resources

D. Receiving of the agreed goods

Which statement about service requests is CORRECT?

A. Complex service requests should be dealt with as normal changes

B. Service requests that require simple workflows should be dealt with as incidents

C. Service requests require workflows that should use manual procedures and avoid automation

D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

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

Which of the following are managed by facilities management?

1.

Hardware within a data centre or computer room

2.

Applications

3.

Power and cooling equipment

4.

Recovery sites

A. 1, 2 and 3 only

B. All of the above

C. 1, 3 and 4 only

D. 1 and 3 only

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A. Service design

B. Service transition

C. Continual service improvement

D. Service operation

Which one of the following would NOT involve event management?

A. Intrusion detection

B. Recording and monitoring environmental conditions in the data centre

C. Recording service desk staff absence

D. Monitoring the status of configuration items

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

A Service Level Agreement is?

A. The part of a contract that specifies responsibilities of each party

B. An agreement between the Service Provider and their customer

C. An agreement between a Service Provider and an external supplier

D. An agreement between the Service Provider and an internal organization

Which is an important principle of communication in service operation?

A. Information should always be communicated

B. It has an intended purpose or a resultant action

C. Meetings are always the best method of communication

D. It is stored in the configuration management system

Which phase of problem management includes the regular assessment of the effectiveness of workarounds?

A. Problem identification

B. Problem control

C. Error control

D. Problem analysis