What does the ‘C’ in ‘RACI’ refer to?

A. Communicate
B. Configure
C. Customer
D. Consult

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Which are objectives of problem management?
1. Eliminate recurring incidents
2. Minimize the impact of incidents that cannot be prevented
3. Increase visibility and communication of incidents
4. Provide a trigger for the raising of incidents

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

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What is part of a configuration management system (CMS)?
1. Configuration records
2. Configuration management databases
3. Physical assets
4. Release plans

A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4

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Which BEST describes the purpose of the CSI register?

A. To capture, record and prioritize all improvement opportunities
B. To store details of all component CIs and their interfaces
C. To be a central repository for all IT service management related information
D. To record details of all live services and their service targets

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Which statement about Service Asset and Configuration Management (SACM) is FALSE?

A. The scope of SACM includes management of the complete lifecycle of every configuration item (CI)
B. Configuration baselines and versions are produced by SACM
C. SACM maintains an accurate and complete configuration management system (CMS)
D. All changes to Cis are authorized by SACM

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Which statement BEST describes the value of the service transition stage to the business?

A. It supports the creation of a catalogue of services?
B. It leads to gradual and continual improvement in service quality
C. It ensures the production of more successful service designs
D. It results in higher volumes of successful change

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Which is an example of how service automation assists service automation assists service management?

A. Customers can employ more sales staff during peak business periods
B. The capacity of services can be adjusted to respond to respond to variations in demand
C. Requests for new services can be authorized by anyone in service management
D. The capacity of the service desk can be reduced to prevent users contacting it at busy times

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Which is a supplier category?

A. Technical
B. Commodity
C. Customer
D. Resource

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Which statement BEST describes a service request?

A. A request from a customer for a new service
B. A generic description for the many types of request for change (RFC) that are received by the IT organization
C. A high priority RFC from a senior manager
D. A generic description for the many different types of demands that are placed upon the IT organization by the users

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Which list includes information that would be collected when any incident is first logged?

A. Unique reference number, escalation activity, incident priority
B. Unique reference number, incident priority, description of symptoms
C. Escalation activity, closure category, resolution date and time
D. Closure category, description of symptoms, resolution date and time

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