Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity

B. Rights, access, identity, directory services, service/service components

C. Physical, personnel, network, emergency, service

D. Normal, temporary, emergency, personal, group

Which of the following should IT service continuity strategy be based on?

1.

Design of the service metrics

2.

Business continuity strategy

3.

Business impact analysis (BIA)

4.

Risk assessment

A. 1, 2 and 4 only

B. 1, 2 and 3 only

C. 2, 3 and 4 only

D. 1, 3 and 4 only

Which statement about the service portfolio is TRUE?

A. The service portfolio includes ail services except those managed by third parties

B. It is an integral part of the service catalogue

C. It allows the organization unlimited resources when planning for new service deployments

D. It represents all resources presently engaged or being released in various stages of the service lifecycle

Which of the following statements is INCORRECT?

A. The SKMS is part of the Configuration Management System (CMS)

B. The SKMS can include data on the performance of the organization

C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

D. The SKMS can include user skill levels

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A. Each stage should be carried out once in the order Plan-Do-Check-Act

B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement

D. The entire cycle should be repeated multiple times to implement Continual Improvement

Which is the first step in the 7 Step Improvement Process?

A. Prepare for action

B. Define what you should measure

C. Identify gaps in Service Level Agreement (SLA) achievement

D. Where are we now?

What are Request Models used for?

A. Capacity Management

B. Modelling arrival rates and performance characteristics of service requests

C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

D. Identifying frequently received user requests and defining how they should be handled

Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

A. People, Products, Partners, Profit

B. People, Process, Products, Partners

C. Potential, Preparation, Performance, Profit

D. People, Potential, Products, Performance

Which of the following is an example of capabilities?

A. Menu driven range of facilities used to access service requests

B. Calls to the service desk to register standard changes

C. A software update downloaded automatically to all laptops in an organization

D. Software to allow programmers to debug code

What is IT Governance concerned with?

A. Measuring and improving the efficiency and effectiveness of IT processes

B. Ensuring that IT processes support the organization's strategies and objectives

C. Reducing the total cost of providing services to the business

D. Ensuring that targets documented in Service Level Agreements (SLAs) are met