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

What BEST defines roles and responsibilities in relation to process and activities?

Options :

A : Human resource model

B : Configuration baseline

C : Service model

D : RACI matrix

Answer: D

Question 3

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 4

Which of the following activities would be performed by a process manager?

1. Monitoring and reporting on process performance

2. Identifying improvement opportunities

3. Appointing people to required roles

Options :

A : All of the above

B :

1 and 3 only

C : 1 and 2 only

D : 2 and 3 only

Answer: A

Question 5

Which statement about stakeholders is TRUE?

Options :

A :

Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B : External customers are those who work for the same organization as the IT service provider

C : Internal customers are always charged for the IT services they receive from the IT service provider organization

D :

Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

Answer: A