What do customers NOT have ownership of when receiving value from services?

A. Specific costs and outcomes
B. Specific costs and risks
C. Specific risks and impacts
D. Specific outcomes and impacts

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Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

A. Following a full change advisory board (CAB) to resolve any outstanding agenda items
B. During peak or holiday periods when emergencies are more likely to occur
C. In an emergency situation when it is not possible to convene a full CAB
D. Outside the normal working hours of the business unit

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What must a service level agreement (SLA) define?

A. Legally binding contractual responsibilities or both parties
B. Legally binding contractual responsibilities of just the IT service provider
C. Key service targets and responsibilities of both the IT service provider and customer
D. Key service targets and responsibilities of just the IT service provider

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Which process is responsible for managing all service requests from users?

A. Change fulfillment
B. Incident management
C. Request fulfillment
D. Event management

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Which is a responsibility of a customer within the service level management process?

A. Negotiate third party contracts
B. Measure service availability
C. Supply good or services
D. Agree Service level targets

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Which service lifecycle stage provides the following values to the business?

A. Service transition
B. Service strategy
C. Service operation
D. Service design

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Which of the following correctly states the relationship between urgency, priority and impact?

A. Impact, priority and urgency are independent of each other
B. Urgency should be based on impact and priority
C. Impact should be based on urgency and priority
D. Priority should be based on impact and urgency

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How should entries in the CSI register be categorized?

A. Based on priority, urgency and impact to the business and to all its stakeholders
B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term
C. Based on IT service name, cost to the business and expected outcomes to the customer
D. Based on best improvement opportunities in the organization to achieve a competitive advantage

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ITSM concepts are often described in the context of only one of these type.
Type I, type II and type III

A. Service Units
B. Business Units
C. Service Providers
D. Customers

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Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

A. Operational contract
B. Underpinning contract
C. Serviceability contract
D. Service level contract

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