Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Which of the following types of service should be included in the scope of service portfolio management?
1.
Those planned to be delivered
2.
Those being delivered
3.
Those that have been withdrawn from service
A. 1 and 3 only
B. All of the above
C. 1 and 2 only
D. 2 and 3 only
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
A. The change authorization board
B. The change advisory board
C. The change implementer
D. The change manager
Availability management is directly responsible for the availability of which of the following?
A. IT services and components
B. IT services and business processes
C. Components and business processes
D. IT services, components and business processes
Which one of the following is an objective of service catalogue management?
A. Negotiating and agreeing service level agreement
B. Negotiating and agreeing operational level agreements
C. Ensuring that the service catalogue is made available to those approved to access it
D. Only ensuring that adequate technical resources are available
Which of the following identify the purpose of business relationship management?
1.
To establish and maintain a business relationship between service provider and customer
2.
To identify customer needs and ensure that the service provider is able to meet
A. Both of the above
B. 1 only
C. 2 only
D. Neither of the above
Which one of the following is NOT a characteristic of a process?
A. It is measureable
B. It delivers specific results
C. It responds to specific events
D. It structure an organization
The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
A. Customer level
B. Service level
C. Corporate level
D. Configuration level
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
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
A. Service strategy
B. Service transition
C. Service operation
D. Continual service improvement
