Question 1

Where would you expect incident resolution targets to be documented?

Options :

A : A service level agreement (SLA)

B : A request for change (RFC)

C : The service portfolio

D : A service description

Answer: A

Question 2

Which of the following is NOT a source of best practice?

Options :

A : Standards

B : Technology

C : Academic research

D : Internal experience

Answer: B

Question 3

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

Options :

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 when it is not possible to convene a full CAB.

D : Outside the normal working hours of the business unit.

Answer: C

Question 4

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

Options :

A : Negotiate third party contracts

B : Measure service availability

C : Supply good or services

D : Agree Service level targets

Answer: D

Question 5

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

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