Which of the following does the Availability Management process include?
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability
goals

In which of the following situations should a Problem Record be created?

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?

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. ?

What is the objective of Access Management?

Which of the following should be available to the Service Desk?
1. Known Error Data
2. Change Schedules

3. Service Knowledge Management System
4. 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?