Which one of the following is the BEST description of a service level agreement (SLA)?

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

Correct Answer: D

Which of the following is the BEST description of a centralized service desk?

1. A. The desk is co-located within or physically close to the user community it serves
2. B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
3. C. The desk provides 24 hour global support
4. D. There is a single desk in one location serving the whole organization

Correct Answer: D

Which process is responsible for low risk, frequently occurring, low cost changes?

1. A. Demand management
2. B. Incident management
3. C. Release and deployment management
4. D. Request fulfillment

Correct Answer: D

Which of the following are benefits to the business of implementing Service Transition?
1) Ability to adapt quickly to new requirements
2) Reduced cost to design new services
3) Improved success in implementing changes

1. A. 1 and 2 only
2. B. 2 and 3 only
3. C. 1 and 3 only
4. D. None of the above

Correct Answer: C

What is the definition of an Alert?

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

Correct Answer: B