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NO.1 Which process or function is responsible for monitoring activities and events in the IT

infrastructure?

A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

Answer: B

NO.2 Which of the following types of service should be included in the scope of service portfolio

management?

1.Those planned to be delivered

2.Those being delivered

3.Those that have been withdrawn from service

A. 1 and 3 only

B. All of the above

C. 1 and 2 only

D. 2 and 3 only

Answer: B

NO.3 Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

Answer: B

NO.4 Which two processes will contribute MOST to enabling effective problem detection?

A. Incident and financial management

B. Change and release and deployment management

C. Incident and event management

D. Knowledge and service level management

Answer: C

NO.5 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

Answer: B

NO.6 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

Answer: A

NO.7 Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data - Knowledge

B. Data - Information - Knowledge - Wisdom

C. Knowledge - Wisdom - Information - Data

D. Information - Data - Knowledge - Wisdom

Answer: B

NO.8 Which one of the following do technology metrics measure?

A. Components

B. Processes

C. The end-to-end service

D. Customer satisfaction

Answer: A