- (Topic 5)
Which one of the following is the purpose of service level management?

1. A. To carry out the service operations activities needed to support current IT services
2. B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
3. C. To create and populate a service catalogue
4. D. To ensure that an agreed level of IT service is provided for all current IT services

Correct Answer: D

- (Topic 3)
Which one of the following is concerned with policy and direction?

1. A. Capacity management
2. B. Governance
3. C. Service design
4. D. Service level management

Correct Answer: B

- (Topic 3)
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

1. A. Training in risk management for all staff and identification of risks
2. B. Identification of risk, analysis and management of the exposure to risk
3. C. Control of exposure to risk and investment of capital
4. D. Training of all staff and investment of capital

Correct Answer: B

- (Topic 6)
Which statement about the service portfolio is TRUE?

1. A. The service portfolio includes all services except those managed by third parties
2. B. It is an integral part of the service catalogue
3. C. It allows the organization unlimited resources when planning for new service deployments
4. D. It represents all resources presently engaged or being released in various stages of the service lifecycle

Correct Answer: D

- (Topic 10)
What BEST describes the customers and users of an IT service provider?

1. A. Customers buy IT services; users use IT services
2. B. Customers design IT services; users test IT services
3. C. Customers sell IT services; users improve IT services
4. D. Customers agree the service levels; users buy IT services

Correct Answer: A