- (Topic 5)
Where would you expect incident resolution targets to be documented?

1. A. A service level agreement (SLA)
2. B. A request for change (RFC)
3. C. The service portfolio
4. D. A service description

Correct Answer: A

- (Topic 5)
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

- (Topic 10)
Which one of the following generates demand for services?

1. A. Infrastructure trends
2. B. Patterns of business activity (PBA.
3. C. Cost of providing support
4. D. Service level agreements (SLA.

Correct Answer: B

- (Topic 2)
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

1. A. Event management, incident management, problem management, request fulfilment, and access management
2. B. Event management, incident management, change management, and access management
3. C. Incident management, problem management, service desk, request fulfilment, and event management
4. D. Incident management, service desk, request fulfilment, access management, and event management

Correct Answer: A

- (Topic 10)
How are groups, teams, departments and divisions classified?

1. A. Processes
2. B. Functions
3. C. Roles
4. D. Technicians

Correct Answer: B