What is the result of carrying out an activity, following a process or delivering an IT service known as? A. Outcome B. Incident C. Change D. Problem

Which one of the following is NOT part of the service design stage of the service lifecycle? A. Designing and maintaining all necessary service transition packages B. Producing quality, secure and resilient designs for new or improved services C. Taking service strategies and ensuring they are reflected in the service design processes and the service […]

Which process includes business, service and component sub-processes? A. Capacity management B. Incident management C. Service level management D. Financial management

Which one of the following do technology metrics measure? A. Components B. Processes C. The end-to-end service D. Customer satisfaction

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. 1, 2 […]

A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them? A. Be accountable for the outcome of an activity B. Perform an activity C. Be kept up-to-date on the progress of an activity D. Manage an activity

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. Service level management B. Service catalogue management C. Demand management D. Service transition

Which one of the following would NOT be defined as part of every process? A. Roles B. Inputs and outputs C. Functions D. Metrics