What term describes assurance that a product or service will meet its agreed requirements?

A. Underpinning contract
B. Warranty
C. Service level agreement
D. Utility

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Remediation planning is a key part of which process?

A. Capacity management
B. Change management
C. Financial management for IT services
D. Availability management

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Which statement BEST describes the value of service strategy to the business?

A. It allows higher volumes of successful change
B. It reduces unplanned costs through optimized handling of service outages
C. It reduces the duration and frequency of service outages
D. It enables the service provider to understand what levels of service will make their customers successful

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Which statement about service review meetings is FALSE?

A. Actions from service review meetings should only be assigned to the service provider
B. Meetings should be held on a regular basis to review service achievement
C. Issues for the upcoming period should be discussed at the meetings
D. Progress and success of the service improvement program (SIP) should be reviewed

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An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

A. A functional escalation
B. A service level escalation
C. An incident resolution
D. A hierarchic escalation

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Which is the CORRECT activity to carry out the “How do we get there” phase of the Continual Service improvement approach?

A. Service and process improvement
B. Baseline assessments
C. Policy and governance review
D. Measurable targets

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What are the two MAJOR activities in problem management?

A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive

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Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A. The process practitioner
B. The process owner
C. The service owner
D. The process manager

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What BEST defines IT service management?

A. An organization supplying services to only external customers
B. The customer of an IT service provider who defines and agrees the service targets
C. The implementation and management of quality IT services that meet business needs
D. The resources that are utilized to provide value to customers through services

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Which is an objective of the design coordination process?

A. To ensure service design packages are handed over to service transition
B. To ensure that all changes are assessed for their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To handover new service level requirements to the service level management process

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