What is an objective of event management?
A. To maintain user satisfaction with the quality of IT services
B. To detect changes of state that have significance for management of an IT service
C. To provide a channel for users to receive standard services that they are expecting
D. To minimize the impact of incidents due to service failures that cannot be prevented
What BEST describes an important principle of communication in service operation?
A. It is efficient, effective and economical for all IT services
B. It has an intended purpose or a resultant action
C. It focuses on creating a relationship between processes and products
D. It has responsibility for creating policies
Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
A. Service portfolio management
B. Service level management
C. Service catalogue management
D. Service capacity management
What should a release policy include?
A. Roles and responsibilities across all the service transition processes
B. Roles and responsibilities for updating the configuration management database (CMDB)
C. Criteria and authorization to exit early life support and handover to the service operation function
D. How request for changes (RFCs) are approved for software releases in the IT production environment
In service design, which term describes services,technologies and tools?
A. People
B. Partners
C. Products
D. Processes
What BEST defines serviceability?
A. How quickly a service or component can be restored to normal working order
B. How long a service or component can perform its agreed function without failure
C. The ability of a third-party supplier to meet the terms of its contract
D. The part of the business process that is critical to providing the service
What should be documented as part of every process?
A. The process owner, process policy and set of process activities
B. The service owner, service level agreement and set of process procedures
C. The policy owner, operational level agreement and set of process steps
D. The service manager, service contract and set of work instructions
Which is an objective of access management?
A. To efficiently respond to requests for granting access to services
B. To detect changes of state that have significance for management of an IT service
C. To assist with general information, complaints or comments
D. To minimize the impact of incidents that cannot be prevented
What BEST describes the value of service transition 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 provides quick and effective access to standard services
D. It results in higher volumes of successful change
How is a service delivered between departments of the same organization classified?
A. Internal service
B. External service
C. Mission critical service
D. Organizational service
