Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

1. A. The Service Level Manager
2. B. The Configuration Manager
3. C. The Change Manager
4. D. The Information Security Manager

Correct Answer: D

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

1. A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
2. B. Public frameworks are always cheaper to adopt
3. C. Public frameworks are prescriptive and tell you exactly what to do
4. D. Proprietary knowledge has been tested in a wide range of environments

Correct Answer: A

Which role is responsible for carrying out the activities of a process?

1. A. Process owner
2. B. Change manager
3. C. Service manager
4. D. Process practitioner

Correct Answer: D

Which statement about the service portfolio is TRUE?

1. A. The service portfolio includes ail services except those managed by third parties
2. B. It is an integral part of the service catalogue
3. C. It allows the organization unlimited resources when planning for new service deployments
4. D. It represents all resources presently engaged or being released in various stages of the service lifecycle

Correct Answer: D
Reference:.http://docs.livetime.com/LiveTime61/ServiceManager/service_portfolio_management.htm.(Second para)

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

1. A. Functions and Processes
2. B. Markets and Customers
3. C. Applications and Infrastructure
4. D. People, products and technology

Correct Answer: A