What is a change of state that has significance for the management of a configuration item (CI) called?

A. An event
B. A baseline
C. A change to a service level agreement
D. A request for change (RFC)

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What is the BEST description of a change proposal?

A. Any request for change (RFC) submitted to change management
B. An authorized change submitted to release and deployment
C. An RFC that must be implemented as soon as possible
D. A justification for a change with significant cost or risk

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What is the pre-authorized change known as?

A. A normal change
B. A retrospective change
C. A standard change
D. An ordinary change

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Which is the BEST definition of a supplier?

A. It is a third party responsible for supplying goods or services that are required to deliver IT services
B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

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What BEST describes the customers and users of an IT service provider?

A. Customers buy IT services; users use IT services
B. Customers design IT services; users test IT services
C. Customers sell IT services; users improve IT services
D. Customers agree the service levels; users buy IT services

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What should the IT service continuity process primarily support?

A. Critical IT processes
B. All the services in the service portfolio
C. Business continuity strategy
D. Mission critical services at peak business periods

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Which describes a proactive trigger for problem management?

A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
C. Suspicion or detection of a cause of one or more incidents by the service desk
D. Trending of historical incident records to identify one or more underlying causes

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What is the primary focus of component 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

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Which function is responsible for the closure of an incident record?

A. Event management
B. The service desk
C. Either the service desk or an appropriate third party engineer
D. Any appropriate function

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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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