Which one of the following is the BEST description of a service-based service level
agreement (SLA)?

Which one of the following activities would be performed by access management?

Which of the following activities are performed by a desk? 1. Logging details of incidents
and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service
4. Implementing all standard changes

Who is responsible for defining metrics for change management?

Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs) 2. Recording relationships between CIs 3.
Recording and control of virtual CIs 4. Approving finance for the purchase of software to
support service asset and configuration management

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which
part of the service lifecycle?

Which stage of the continual service improvement (CSI) approach is BEST described by the
phrase ‘Understand and agree on the priorities for improvement based on a deeper
development of the principles defined in the vision’?

Which of the following processes contributes MOST to quantifying the financial value of IT
services to the business?

Which of the following is the BEST description of a service-based service level agreement
(SLA)?

Which of the following is NOT a source of best practice?