What would be the next step in the Continual Service Improvement (CSI) Model after:

1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

Which of the following activities are helped by recording relationships between Configuration Items (CIs)?

1. Assessing the impact and cause of Incidents and Problems
2. Assessing the impact of proposed Changes
3. Planning and designing a Change to an existing service
4. Planning a technology refresh or software upgrade

What does a service always deliver to customers?

Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?

1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and deployment technology
4. Process Design

Which of the following do Service Metrics measure?

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

A Process Owner has been identified with an “I” in a RACI matrix. Which of the following would be expected of them?

Which of the following statements correctly states the relationship between urgency, priority and impact?

Which of the following statements BEST describes the aims of Release and Deployment Management?

Which of the following are goals of Service Operation?

1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment