Which of the following should be done when closing an incident?
1: Check the incident categorization and correct it if necessary
2: Check that the user is satisfied with the outcome

1. A. 1 only
2. B. Both of the above
3. C. 2 only
4. D. Neither of the above

Correct Answer: B

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

1. A. To decide how IT will engage with suppliers during the service lifecycle
2. B. To proactively prevent all outages to IT services
3. C. To design and build processes that will meet business needs
4. D. To deliver and manage IT services at agreed levels to business users and customers

Correct Answer: D

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1: Progress
2: Effectiveness
3: Efficiency
4: ?

1. A. Cost
2. B. Conformance
3. C. Compliance
4. D. Capacity

Correct Answer: C

Which of the following is MOST concerned with the design of new or changed services?

1. A. Change management
2. B. Service transition
3. C. Service strategy
4. D. Service design

Correct Answer: D

Which is the BEST definition of a Configuration Item (CI)?

1. A. An item of hardware or software registered in the asset database
2. B. A collection of information used to describe a hardware or software item
3. C. An asset, service component or other item that is, or will be, under the control of Configuration Management
4. D. Information recorded by the Service Desk when an Incident is reported

Correct Answer: C