Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

Which one of the following activities would be performed by access management?

Which one of the following provides the CORRECT list of processes within the service operation
stage of the service lifecycle?

Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service

4. Implementing all standard changes

When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found

Who is responsible for defining metrics for change management?

Which one of the following would NOT be defined as part of every process?

Which process is responsible for the availability, confidentiality and integrity of data?

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

Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration management