Question 1

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 2

Access management is closely related to which other process?

Options :

A : Capacity management only

B : 3rd line support

C : Information security management

D : Change management

Answer: C

Question 3

What should the IT service continuity process primarily support?

Options :

A : Critical IT processes

B : All the services in the service portfolio

C : Business continuity strategy

D : Mission critical services at peak business periods

Answer: C

Question 4

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 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