What is most likely to cause a loss of faith in the Service Level Management process?

1. A. Measurements that match the customer's perception of the service
2. B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs}
3. C. Inclusion of items in the SLA that cannot be effectively measured
4. D. Involving customers in drafting Service Level Requirements

Correct Answer: C

Which of the following should NOT be a concern of Risk Management?

1. A. To ensure that the organization can continue to operate in the event of a major disruption or disaster
2. B. To ensure that the workplace is a safe environment for its employees and customers
3. C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
4. D. To ensure only the change requests with mitigated risks are approved for implementation

Correct Answer: D

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

1. A. The Service Level Manager
2. B. The IT Service Continuity Manager
3. C. The Service Catalogue Manager
4. D. The Supplier Manager

Correct Answer: D

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

1. A. Be accountable for the outcome of an activity
2. B. Perform an activity
3. C. Be kept up-to-date on the progress of an activity
4. D. Manage an activity

Correct Answer: C

Which one of the following is an objective of service catalogue management?

1. A. Negotiating and agreeing service level agreement
2. B. Negotiating and agreeing operational level agreements
3. C. Ensuring that the service catalogue is made available to those approved to access it
4. D. Only ensuring that adequate technical resources are available

Correct Answer: C