Which of the following is the BEST definition of an event?
A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem
When tan a known error record tie raised?
(1) At any time when it would be useful to do so
(2) After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?
A. IT management
B. Service desk manager
C. Business management
D. The change manager
Which of the following would commonly be in a contract underpinning an IT service?
(1) Marketing information
(2) Contract description and scope
(3) Responsibilities and dependencies
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. None of the above
Which of the following questions does the guidance in service strategy help to answer?
(1) What services should we offer and to whom?
(2) How do we differentiate ourselves from competing alternatives?
(3) How do we create value for our customers?
A. 1 only
B. 2 only
C. 3 only
D. All of the above
Customer perceptions and business outcomes help lo define what?
A. The value off a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Which of the following is NOT defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
A configuration model can be used to help
(1) Assess the impact and cause of incidents and problems
(2) Assess the impact of proposed changes
(3) Plan and design new or changed services
(4) Plan technology refresh and software upgrades
A. 1, 2 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
Which is the CORRECT description of an outcome?
A. The result of carrying out an activity, following a process, or delivering an IT service
B. The inputs that trigger an action for an activity, process or IT service
C. The prediction of the future demand requirements for an activity, process or IT service
D. The design and development of the activities that make up a process or IT service
Which process or function is responsible for the Definitive Media Library and Definitive Spares?
A. Facilities Management
B. Access Management
C. Request Fulfillment
D. Service Asset and Configuration Management
