Which of the following statements about processes is INCORRECT?

1. A. The output from a process has to conform to operational norms derived from business objectives
2. B. The objective of any IT process should be expressed in terms of business benefits and goals
3. C. A process may define policies, standards and guidelines
4. D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

Correct Answer: D

In terms of adding value to the business, which one of the following describes service operation s contribution?

1. A. The cost of the service is designed, predicted and validated
2. B. Measures for optimization are identified
3. C. Service value is modeled
4. D. Service value is visible to customers

Correct Answer: D

Which of the following is NOT a benefit of using public frameworks and standards?

1. A. Knowledge of public frameworks is more likely to be widely distributed
2. B. They are always free ensuring they can be implemented quickly
3. C. They are validated across a wide range of environments making them more robust
4. D. They make collaboration between organizations easier by giving a common language

Correct Answer: B

Which of the following statements describes the objectives of service asset and configuration management?
1: To identify, control, report and verify service assets and configuration items (CIs)
2: To account for, manage and protect the integrity of service assets and configuration items
3: To establish and maintain an accurate and complete configuration management system
4: To document all security controls together with their operation and maintenance

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

Correct Answer: A

Reference:.http://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicetransition/s ervice_asset/ITIL_guide%20to%20SA%20and%20CM%20management%20pdf.(see 'The purpose and objectives of service asset and configuration management; first and second bullet)

What are customers of IT services who work in the same organization as the service provider known as?

1. A. Strategic customers
2. B. External customers
3. C. Valued customers
4. D. Internal customers

Correct Answer: D