Which one of the following is NOT part of the service design stage of the service lifecycle?

Which process includes business, service and component sub-processes?

Which one of the following do technology metrics measure?

Which of the following are objectives of service level management?

1: Defining, documenting and agreeing the level of FT 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

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

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

Why is it important for service providers to understand patterns of business activity (PBA)?

Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

Which two processes will contribute MOST to enabling effective problem detection?