What is the definition of an Alert?

1. A. A type of Incident
2. B. A warning that a threshold has been reached or that something has changed
3. C. An error message to the user of an application
4. D. An audit report that indicates areas where IT is not performing according to agreed procedures

Correct Answer: B

Which one of the following is an objective of service transition?

1. A. To negotiate service levels for new services
2. B. To ensure that service changes create the expected business value
3. C. To minimize the impact of service outages on day-to-day business activities
4. D. To plan and manage entries in the service catalogue

Correct Answer: B

Which is the first step in the 7 Step Improvement Process?

1. A. Where are we now?
2. B. Identify gaps in Service Level Agreement (SLA) achievement
3. C. Prepare for action
4. D. Define what you should measure

Correct Answer: D

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1: Providing an understanding of what strategy is
2: Ensuring a working relationship between the customer and service provider
3: Defining how value is created

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

Correct Answer: D

Contracts relating to an outsourced Data Centre would be managed by?

1. A. Service Desk
2. B. IT Operations Control
3. C. Technical Management
4. D. Facilities Management

Correct Answer: D