QUESTION: 101

Which of the following is the best definition of service management?

The ability to keep services highly available to meet the business needs
A set of specialized organizational capabilities for providing value to customers in the form of services
A complete set of all the documentation required to deliver world class services to customers
An internationally recognized methodology to provide valuable services to customers

Answer(s): B

Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process

1 only
2 and 3 only
1, 2 and 4 only
All of the above

Answer(s): D

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QUESTION: 103

Which of the following CANNOT be provided by a tool?

Knowledge
Information
Wisdom
Data

Answer(s): C

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QUESTION: 104

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Event management, incident management, problem management, request fulfilment, and access management
Event management, incident management, change management, and access management
Incident management, problem management, service desk, request fulfilment, and event management
Incident management, service desk, request fulfilment, access management, and event management

Answer(s): A

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QUESTION: 104

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