“Planning and managing the resources required to deploy a release into production” is a purpose of which part of the Service Lifecycle?

A. Service Operation
B. Service Strategy
C. Service Transition
D. Continual Service Improvement

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Which of the following should be available to the Service Desk?

(1) Known Error Data
(2) Change Schedules
(3) Service Knowledge Management System
(4) The output from monitoring tools

A. 1,2 and 3 only
B. 1,2 and 4 only
C. 2,3 and 4 only
D. All of the above

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What is the objective of Access Management?

A. To provide security staff for Data Centers and other buildings
B. To manage access to computer rooms and other secure locations
C. To manage access to the Service Desk
D. To manage the right to use a service or group of services

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There are four types of metrics that can be used to measure the capability and performance of processes.
Which of the four metrics is missing from the list below?

(1) Progress
(2) Effectiveness
(3) Efficiency
(4) ?

A. Cost
B. Conformance
C. Compliance
D. Capacity

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Which of these would fall outside the scope of a typical service change management process?

A. A change to a contract with a supplier
B. A firmware upgrade to a server that is only used for IT Service Continuity purposes
C. An urgent need to replace a CPU to restore a service during an incident
D. A change to a business process that depends on IT Services

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Which of the following defines the level of protection in Information Security Management?

A. The IT Executive
B. The ISO27001 Standard
C. The Business
D. The Service Level Manager

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Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

A. Service Transition
B. Risk Management
C. IT Service Continuity Management
D. Availability Management

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In which of the following situations should a Problem Record be created?

A. An event indicates that a redundant network segment has failed but it has not impacted any users
B. An Incident is passed to second-level support
C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
D. Incident Management has found a workaround but needs some assistance in implementing it

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Which of the following does the Availability Management process include?

(1) Ensuring services are able to meet availability targets
(2) Monitoring and reporting actual availability
(3) Improvement activities, to ensure that services continue to meet or exceed their availability goals

A. 1 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only

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Access Management is closely related to which other processes?

A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only

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