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

A.

Event management

B.

The service desk

C.

Either the service desk or an appropriate third party engineer

D.

Any appropriate function

What should a release policy include?

A.

Roles and responsibilities across all the service transition processes.

B.

Roles and responsibilities for updating the configuration management database (CMDB.

C.

Criteria and authorization to exit early life support and handover to the service operation function.

D.

How request for changes (RFCs) are approved for software releases in the IT production environment.

What BEST describes the value of service strategy to the business?

A.

It supports the creation of a portfolio of quantified services

B.

It reduces the effort spent on managing test and pilot environments

C.

It improves the control of service assets and configurations

D.

It provides quick and effective access to standard services

What is the type of notification that should be sent when a threshold has been reached, something

has changed or a failure has occurred?

A.

An emergency change

B.

An alert

C.

An emergency event

D.

A request for change

Which of the following are CORRECT Service Design Aspects?

1) Service Solutions for new or changed services

2) Management policies and guidelines

3) Business requirements technology and management architectures

4) Process requirements technology and management architectures

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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

A.

Human resource model

B.

Configuration baseline

C.

Service model

D.

RACI matrix

Which processes ensure the targets in the underpinning contracts are appropriate?

A.

Design coordination and service level management

B.

Supplier management and service level management

C.

Service level management and availability management

D.

Configuration management and service portfolio management

Which is responsible for the production of the service design package (SDP)?

A.

Service portfolio management

B.

Service catalogue management

C.

Design coordination

D.

Service design

Which of the following is an example of proactive problem management?

A.

Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

B.

Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

C.

Suspicion or detection of a cause of one or more incidents by the service desk

D.

Trending of historical incident records to identify one or more underlying causes

Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

A.

Service transition

B.

Service level management

C.

Service operation.

D.

Service Design.