- (Topic 7)
Which of the following BEST describes technical management?

1. A. A function responsible for facilities management and building control systems
2. B. A function that provides hardware repair services for technology involved in the delivery of service to customers
3. C. Senior managers responsible for all staff within the technical support function
4. D. A function that includes providing technical expertise and overall management of the IT infrastructure

Correct Answer: D

- (Topic 3)
What type of record should you raise when a problem diagnosis is complete and a workaround is available?

1. A. A service object
2. B. An incident
3. C. A change
4. D. A known error

Correct Answer: D

- (Topic 3)
Which of the following is the correct definition of an outcome?

1. A. The results specific to the clauses in a service level agreement (SLA)
2. B. The result of carrying out an activity, following a process or delivering an IT service
3. C. All the accumulated knowledge of the service provider
4. D. All incidents reported to the service desk

Correct Answer: B

- (Topic 10)
What is the primary focus of component capacity management?

1. A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
2. B. Review of all capacity supplier agreements and underpinning contracts with supplier management
3. C. Management, control and prediction of the end-to-end performance and capacityof the live,operational IT services
4. D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Correct Answer: C

- (Topic 3)
Which of these statements about resources and capabilities is CORRECT?

1. A. Resources are types of service asset and capabilities are not
2. B. Resources and capabilities are both types of service asset
3. C. Capabilities are types of service asset and resources are not
4. D. Neither capabilities nor resources are types of service asset

Correct Answer: B