Which is the correct definition of a customer facing service?

1. A. One which directly supports the business processes of customers
2. B. A service that cannot be allowed to fail
3. C. One which is not covered by a service level agreement
4. D. A service not directly used by the business

Correct Answer: A

When should tests for a new service be designed?

1. A. At the same time as the service is designed
2. B. After the service has been designed, before the service is handed over to Service Transition
3. C. As part of Service Transition
4. D. Before the service is designed

Correct Answer: A

Which one of the following is the BEST description of a relationship in service asset and configuration management?

1. A. Describes the topography of the hardware
2. B. Describes how the configuration items (CIs) work together to deliver the services
3. C. Defines which software should be installed on a particular piece of hardware
4. D. Defines how version numbers should be used in a release

Correct Answer: B

Which of the following are sources of best practice?
1: Academic research
2: Internal experience
3: Industry practices

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

Correct Answer: A

Which of the following statements is CORRECT?

1. A. IT Service Continuity Management can only take place once Business Continuity Management has been established
2. B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
3. C. Business Continuity Management and IT Service Continuity Management must be established at the same time
4. D. IT Service Continuity Management is not required when IT is outsourced to a third party provider

Correct Answer: B