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Q81. Which of the following is the best definition of service management? 

A. The ability to keep services highly available to meet the business needs 

B. A set of specialized organizational capabilities for providing value to customers in the form of services 

C. A complete set of all the documentation required to deliver world class services to customers 

D. An internationally recognized methodology to provide valuable services to customers 


Q82. Which of the following is the correct definition of an outcome? 

A. The results specific to the clauses in a service level agreement (SLA) 

B. The result of carrying out an activity, following a process or delivering an IT service 

C. All the accumulated knowledge of the service provider 

D. All incidents reported to the service desk 


Q83. Which of the following are benefits to the business of implementing service transition? 

1. Better reuse and sharing of assets across projects and resources 

2. Reduced cost to design new services 

3. Result in higher volume of successful changes 

A. 1 and 2 only 

B. 2 and 3 only 

C. 1 and 3 only 

D. None of the above 


Q84. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle? 

A. To decide how IT will engage with suppliers during the service lifecycle 

B. To proactively prevent all outages to IT services 

C. To design and build processes which will meet business needs 

D. To deliver and manage IT services at agreed levels to business users and customers 


Q85. Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle? 

A. Service strategy 

B. Service transition 

C. Service operation 

D. Continual service improvement 


Q86. Which of the following provide value to the business from service strategy? 

1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful 

2. Enabling the service provider to respond quickly and effectively to changes in the business environment 

3. Reduction in the duration and frequency of service outages 

A. All of the above 

B. 1 and 3 only 

C. 1 and 2 only 

D. 2 and 3 only 


Q87. Which statement about the emergency change advisory board (ECAB) is CORRECT 

A. The ECAB considers every high priority request for change (RFC) 

B. Amongst the duties of the ECAB is the review of completed emergency changes 

C. The ECAB will be used for emergency changes where there may not be time to call a full CAB 

D. The ECAB will be chaired by the IT Director 


Q88. The BEST description of an incident is: 

A. An unplanned disruption of service unless there is a backup to that service 

B. An unplanned interruption to service or a reduction in the quality of service 

C. Any disruption to service whether planned or unplanned 

D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not 


Q89. Which of the following is NOT an objective of request fulfillment? 

A. To provide information to users about what services are available and how to request them 

B. To update the service catalogue with services that may be requested through the service desk 

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

D. To source and deliver the components of standard services that have been requested 


Q90. Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”? 

A. Service strategy 

B. Service transition planning and support 

C. Service level management 

D. Change management