Question 1

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 2

What is a characteristic of a process?

Options :

A : It requires a specific tool

B : It is performance driven and measurable

C : It provides generic technical skills and resources

D : It does not react to a specific trigger

Answer: B

Question 3

Which function is responsible for the closure of an incident record?

Options :

A : Event management

B : The service desk

C : Either the service desk or an appropriate third party engineer

D : Any appropriate function

Answer: B

Question 4

Which one of the following is NOT a characteristic of a process?

Options :

A : It is measurable

B : It delivers specific results

C : It responds to specific events

D : It structures an organization

Answer: D

Question 5

Which document shows a detailed analysis of business impact and benefits?

Options :

A : A return on investment

B : Service level requirements

C : A business case

D : A service level agreement

Answer: C