Understanding the level of risk during and after change and providing confidence in the degree of
compliance with governance requirements during change are both ways of adding business value
through which part of the service lifecycle?

Which of the following defines the level of protection in Information Security Management?

Which of these would fall outside the scope of a typical service change management process?

Hierarchic escalation is best described as?

Which of the following is NOT a valid objective of Problem Management?

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?
1. Progress
2. Effectiveness
3. Efficiency
4. ?

Which process is responsible for providing the rights to use an IT service?

Which of the following can help determine the level of impact of a problem?

Which statement should NOT be part of the value proposition for Service Design?

Which of the following are objectives of Service Level Management?
1: Defining, documenting and agreeing the level of IT Services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the Service Provider could operate in