Question No: 2

What is the best description of an external customer?

A. Someone who works in the same organization but in a different business unit to the service provider

B. Anyone who gets charged for the delivered services

C. Customers who are not part of the same organization as the service provider

D. Customers for whom the cost of the service is the primary driver

Question No: 3

Which is an objective of access management?

A. To efficiently respond to requests for granting access to services.

B. To defect changes of state that have significance for management of an IT service.

C. To assist with general information, complains or comments.

D. To minimize the impact of incidents that cannot be prevented.

Question No: 4

What is the primary focus of business capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual

elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity of the live,

operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

Question No: 5

Which service lifecycle stage supports the creation of a portfolio of quantified services?

A. Service strategy

B. Service design

C. Service level management

D. Service operation

Question No: 6

What is the BEST definition of a definitive media library?

A. It is a secure library in which the latest versions of authorized software items are stored and protected

B. It is a structured document with definitive information regarding all live IT services, including those available for deployment

C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected

D. It is a set of tools and databases that is used to manage knowledge, information and data

Question No: 7

How are groups, teams, departments and divisions classified?

A. Processes

B. Functions

C. Roles

D. Technicians

Question No: 8

What is the CORRECT definition of service management?

A. A set of specialised assets for transitioning services into the live operational environment

B. A set of specialised organisational capabilities for delivering value to customers in the form of

services

C. A group of events that meet the demand from customers for services that they receive

D. A group of people that manages services to fulfil the needs of users and customers

Question No: 9

Which process is responsible to provide and maintain accurate information on all services that are

being transitioned or have been transitioned to the live environment?

A. Service portfolio management

B. Service level management

C. Service catalogue management

D. Service capacity management

Question No: 10

What is the pre-authorized change known as?

A. A normal change

B. A retrospective change

C. A standard change

D. An ordinary change

Question No: 11

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