Service Acceptance criteria are used to?

1. A. Ensure the design stage of the Lifecycle
2. B. Ensure Portfolio Management is in place
3. C. Ensure delivery and support of a service
4. D. Ensure service Key Performance Indicators (KPIs) are reported

Correct Answer: C

Access management is closely related to which other process?

1. A. Capacity management only
2. B. 3rd line support
3. C. Information security management
4. D. Change management

Correct Answer: C

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

1. A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development
2. B. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
3. C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
4. D. Service Catalogue and Service Portfolio are different names for the same thing

Correct Answer: C

Which statement BEST represents the guidance on incident logging?

1. A. Incidents must only be logged if a resolution is not immediately available
2. B. Only incidents reported to the service desk can be logged
3. C. All incidents must be fully logged
4. D. The service desk decide which incidents to log

Correct Answer: C

Which types of communication would the functions within service operation use?
1; Communication between data centre shifts
2: Communication related to changes
3: Performance reporting
4: Routine operational communication

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

Correct Answer: D