There are four types of metrics that can be used to measure the capability and performance
of processes. Which of the four metrics is missing from the list below?
Progress
Effectiveness
Efficiency
?

What is the objective of Access Management?

Which of the following should be available to the Service Desk?
Known Error Data
Change Schedules
Service Knowledge Management System
The output from monitoring tools

“Planning and managing the resources required to deploy a release into production” is a
purpose of which part of the Service Lifecycle?

Which of the following statements about the Service Portfolio and Service Catalogue is the
MOST CORRECT?

A consultant has made two recommendations to you in a report:
To include legal terminology in your Service Level Agreements (SLAs)
It is not necessary to be able to measure all the targets in an SLA Which of the
recommendations conform to Service Level Management good practice?

Availability Management is responsible for availability of the:

The consideration of business outcomes and value creation are principles of which part of
the Service Lifecycle?

Which part of the service lifecycle is responsible for coordinating and carrying out the
activities and processes required to deliver and manage services at agreed levels to
business users and customers?

Identity and Rights are two major concepts involved in which one of the following processes?