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Which process or function is responsible for monitoring activities and events in the IT


A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

Answer: B



The design of IT services requires the effective and efficient use of “the four Ps”. What are these

four Ps?

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

Answer: C



Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

Answer: B




Which of the following would be used to communicate a high level description of a major change

that involved significant cost and risk to the organization?

A. Change proposal

B. Change policy

C. Service request

D. Risk register

Answer: A



Why is it important for service providers to understand patterns of business activity (PBA)?

A. PBA are based on organizational roles and responsibilities

B. IT service providers CANNOT schedule changes until they understand PBA

C. Demand for the services delivered by service providers are directly influenced by PBA

D. Understanding PBA is the only way to enable accurate service level reporting

Answer: C




Which two processes will contribute MOST to enabling effective problem detection?

A. Incident and financial management

B. Change and release and deployment management

C. Incident and event management

D. Knowledge and service level management

Answer: C




Which one of the following would NOT be defined as part of every process?

A. Roles

B. Inputs and outputs

C. Functions

D. Metrics

Answer: C



Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom – Information – Data – Knowledge

B. Data – Information – Knowledge – Wisdom

C. Knowledge – Wisdom – Information – Data

D. Information – Data – Knowledge – Wisdom

Answer: B




Which process is responsible for recording the current details, status, interfaces and

dependencies of all services that are being run or being prepared to run in the live environment?

A. Service level management

B. Service catalogue management

C. Demand management

D. Service transition

Answer: B



Which of the following are objectives of service level management?

1: Defining, documenting and agreeing the level of FT services to be provided

2: Monitoring, measuring and reporting the actual level of services provided

3: Monitoring and improving customer satisfaction

4: Identifying possible future markets that the service provider could operate in

A. 1, 2 and 3 only

B. 1 and 2 only

C. 1, 2 and 4 only

D. All of the above

Answer: A


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