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Q11. The definitive media library is the responsibility of: 

A. Facilities management 

B. Access management 

C. Request fulfillment 

D. Service asset and configuration management 


Q12. Which of the following identifies the purpose of design coordination? 

A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle 

B. Ensuring all service designs have availability designed into them C. Designing of all the links between every service design process and all other processes in the service lifecycle 

D. Control of all supplier relationships from design right through to the production environment 


Q13. Which of the following BEST describes the purpose of access management? 

A. To provide a channel for users to request and receive standard services 

B. Provides the rights for users to be able to use a service or group of services 

C. To prevent problems and resulting Incidents from happening 

D. To detect security events and make sense of them 


Q14. Which of the following is an enabler of best practice? 

A. Standards 

B. Technology 

C. Academic research 

D. Internal experience 


Q15. With which process is problem management likely to share categorization and impact coding systems? 

A. Incident management 

B. Service asset and configuration management 

C. Capacity management 

D. IT service continuity management 


Q16. Which process would be used to compare the value that newer services have offered over those they have replaced? 

A. Availability management 

B. Capacity management 

C. Service portfolio management 

D. Service catalogue management 


Q17. Which one of the following is the purpose of service level management? 

A. To carry out the service operations activities needed to support current IT services 

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services 

C. To create and populate a service catalogue 

D. To ensure that an agreed level of IT service is provided for all current IT services 


Q18. Which of the following are valid parts of the service portfolio? 


 Service pipeline 


 Service knowledge management system (SKMS) 


 Service catalogue 

A. 1 and 2 only 

B. 3 only 

C. 1 and 3 only 

D. All of the above 


Q19. Service transition contains detailed descriptions of which processes? 

A. Change management, service asset and configuration management, release and deployment management 

B. Change management, capacity management event management, service request management 

C. Service level management, service portfolio management, service asset and configuration management 

D. Service asset and configuration management, release and deployment management, request fulfillment 


Q20. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth? 

A. Do 

B. Perform 

C. Implement 

D. Measure