Which Functions are included in IT operations management?
A. Network management and application management
B. Technical management and change management
C. IT operations control and facilities management
D. Facilities management and release management
Which of the following statement about the service owner is INCORRECT?
A. Carries out the day-to-day monitoring and operation of the service they own
B. Contributes to continual improvement affecting the service they own
C. Is a stakeholder in all of the IT processes which support the service they own
D. Is accountable for a specific service within an organization
Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA
A. 1 only
B. 2only
C. Both of the above
D. Neither of the above
Which of the following is MOST concerned with the design of new or changed services?
A. Change management
B. Service transition
C. Service strategy
D. Service design
Which stage of the change management process deals with what should be done if the change is unsuccessful?
A. Remediation planning
B. Categorization
C. Prioritization
D. Review and close
Which of the following statements describes the objectives of service asset and configuration management?
1. To identify, control, report and verify service assets and configuration items (CIs)
2. To account for, manage and protect the integrity of service assets and configuration items
3. To establish and maintain an accurate and complete configuration management system
4. To document all security controls together with their operation and maintenance
A. 1 and 2 only
B. 1,2, and 3 only
C. 1, 3 and 4 only
D. All of the above
Which statement about the service portfolio is TRUE?
A. The service portfolio includes ail services except those managed by third parties
B. It is an integral part of the service catalogue
C. It allows the organization unlimited resources when planning for new service deployments
D. It represents all resources presently engaged or being released in various stages of the service lifecycle
What is the primary focus of business capacity management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Which two elements of financial management for IT services are mandatory?
A. Budgeting and charging
B. Accounting and charging
C. Budgeting and accounting
D. Costing and charging
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
A. A service object
B. An incident
C. A change
D. A known error
