What do customer perceptions and business outcomes help to define?

1. A. The value of a service
2. B. Governance
3. C. Total cost of ownership (TCO}
4. D. Key performance indicators (KPIs}

Correct Answer: A

Which of the following activities is be performed by access management?

1. A. Providing physical security for staff data centers and other buildings
2. B. Managing access to computer rooms and other secure locations
3. C. Managing access to the service desk
4. D. Managing the rights to use a service or group of services

Correct Answer: D

A Service Level Agreement is?

1. A. The part of a contract that specifies responsibilities of each party
2. B. An agreement between the Service Provider and their customer
3. C. An agreement between a Service Provider and an external supplier
4. D. An agreement between the Service Provider and an internal organization

Correct Answer: B

Detection and monitoring

1. A. 1, 2 and 3 only
2. B. 1, 3 and 4 only
3. C. 2, 3 and 4 only
4. D. All of the above

Correct Answer: D

Which document shows a detailed analysis of business impact and benefits?

1. A. A return on investment
2. B. Service level requirements
3. C. A business case
4. D. A service level agreement

Correct Answer: C