Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

1. A. Service level management
2. B. Change management
3. C. Incident management
4. D. Service asset and configuration management

Correct Answer: D

In which document would you expect to see an overview of actual service achievements against targets?

1. A. Operational level agreement (OLA)
2. B. Capacity plan
3. C. Service level agreement (SLA)
4. D. SLA monitoring chart (SLAM)

Correct Answer: D

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

1. A. RACI model
2. B. Incident model
3. C. Continual service improvement (CSI) approach
4. D. The Deming Cycle

Correct Answer: A

Which of the following statements correctly states the relationship between urgency, priority and impact?

1. A. Impact, priority and urgency are independent of each other
2. B. Urgency should be based on impact and priority
3. C. Impact should be based on urgency and priority
4. D. Priority should be based on impact and urgency

Correct Answer: D

Which process is responsible for sourcing and delivering components of requested standard services?

1. A. Request fulfilment
2. B. Service portfolio management
3. C. Service desk
4. D. IT finance

Correct Answer: A