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

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

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

Which process is responsible for recording the current details, status, interfaces and
dependencies of all services that are being run or being prepared to run in the live environment?

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

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

Which one of the following do technology metrics measure?

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

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

What is the result of carrying out an activity, following a process or delivering an IT service known
as?