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NO.1 Which one of the following do technology metrics measure?

A. Components

B. Processes

C. The end-to-end service

D. Customer satisfaction

Answer: A

NO.2 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.3 What would you call the groups of people who have an interest in the activities, targets,

resources and deliverables from service management?

A. Employers

B. Stakeholders

C. Regulators

D. Accreditors

Answer: B

NO.4 What are the categories of event described in the UIL service operation book?

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. Informational, warning, exception

D. Warning, reactive, proactive

Answer: C

NO.5 Which of the following service desk organizational structures are described in service

operation?

1.Local service desk

2.Virtual service desk

3.IT help desk

4.Follow the sun

A. 1, 2 and 4 only

B. 2, 3 and 4 only

C. 1, 3 and 4 only

D. 1, 2 and 3 only

Answer: A

NO.6 What is the name of the group that should review changes that must be implemented faster

than the normal change process?

A. Technical management

B. Emergency change advisory board

C. Urgent change board

D. Urgent change authority

Answer: B

NO.7 Which of the following is NOT an objective of service transition?

A. To ensure that a service can be operated, managed and supported

B. To provide training and certification in project management

C. To provide quality knowledge and information about services and service assets

D. To plan and manage the capacity and resource requirements to manage a release

Answer: B

NO.8 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