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

Which statement about Service Level Agreements (SLAs) is CORRECT?

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 definition of the term service management?

Which of the following statements about processes is CORRECT?
1. A process is always organized around a set of objectives
2. A process should be documented