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Which process has the objective to identify changes to the customer environment that could

potentially impact the type, level or utilization of services provided?

A.

Business relationship management

B.

Service level management

C.

Availability management

D.

Change management

Which is an example of improving service utility using service management automation?

A.

Pre-determined routing of a service request

B.

Reducing the time to compile service data

C.

Monitoring service availability

D.

Faster resource allocation

Which is a reason why incident management interfaces with service level management?

A.

To ensure that problem records are circulated to all customers

B.

To ensure that the status of faulty configuration items (CI) is recorded

C.

To ensure that incident resolution times are aligned with business needs

D.

To ensure that incident workarounds are acceptable to the customers

What is a change of state that has significance for the management of a configuration item (CI)

called?

A.

An event

B.

A baseline

C.

A change to a service level agreement

D.

A request for change (RFC.

Which Functions are included in IT operations management?

A.

Network management and application management

B.

Technical management and change management

C.

IT operations control and facilities management

D.

Facilities management and release management

Access management is responsible for implementing policies defined in which process?

A.

Service portfolio management

B.

Information security management

C.

Change management

D.

Problem management

Which lifecycle stage defines how value is created and delivered?

A.

Service design

B.

Service strategy

C.

Continual service improvement

D.

Service operation

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.

Which process is responsible for managing all service requests from users?

A.

Change fulfilment

B.

Incident management

C.

Request fulfilment

D.

Event management

Which process is responsible to provide and maintain accurate information on all services that are

being transitioned or have been transitioned to the live environment?

A.

Service portfolio management

B.

Service level management

C.

Service catalogue management

D.

Service capacity management