Question 1

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Options :

A : Monitoring and event management

B : Service level management

C : Change enablement

D : Service desk

Answer: B

Question 2

Which is a risk that might be removed from a service consumer by an IT service?

Options :

A : Service provider ceasing to trade

B : Security breach

C : Failure of server hardware

D : Cost of purchasing servers

Answer: B

Question 3

Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?

Options :

A : Organizations and people

B : Information and technology

C : Partners and suppliers

D : Value streams and processes

Answer: A

Question 4

Which of the four dimensions’ focuses on roles responsibilities and systems of authority?

Options :

A : Organizations and people

B : Information and technology

C : Partners and suppliers

D : Value streams and processes

Answer: A

Question 5

What is an incident?

Options :

A : The planned removal of an item that might affect a service

B : A result enabled by one or more outputs

C : A possible future event that could cause harm

D : A service interruption resolved by the use of self-help tools

Answer: D