Question 1

What BEST describes the purpose of analyzing risk?

Options :

A : To assess impact and urgency

B : To assess impact and probability

C : To review remediation planning

D : To review transition planning

Answer: B

Question 2

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Options :

A : The SLA covers one service, for all the customers of that service

B : The SLA covers an individual customer group for all services they use

C : An SLA that covers all customers for all services

D : An SLA for a service with no customers

Answer: A

Question 3

Which one of the following is NOT part of the service design stage of the service lifecycle?

Options :

A : Designing and maintaining all necessary service transition packages

B : Producing quality, secure and resilient designs for new or improved services

C : Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

D : Measuring the effectiveness and efficiency of service design and the supporting processes

Answer: A

Question 4

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Options :

A : Availability management

B : Capacity management

C : Design coordination

D : Release management

Answer: C

Question 5

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

Options :

A : All of the above

B : 1, 2 and 3 only

C : 2 and 4 only

D : 3 and 4 only

Answer: B