- (Topic 10)
Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

1. A. Technology, customer, user
2. B. Corporate, customer, service
3. C. Corporate, customer, technology
4. D. Service, user, IT

Correct Answer: B

- (Topic 10)
Which service lifecycle stage provides the following values to the business?

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

Correct Answer: C

- (Topic 7)
Which one of the following functions would be responsible for the management of a data centre?

1. A. Technical management
2. B. Service desk
3. C. Application management
4. D. Facilities management

Correct Answer: D

- (Topic 10)
An incident is proving difficult to resolve. A technician informs their manager that more resource is
needed to restore the service. What has taken place?

1. A. A functional escalation
2. B. A service level escalation
3. C. An incident resolution
4. D. A hierarchic escalation

Correct Answer: D

- (Topic 10)
What BEST describes an important principle of communication in service operation?

1. A. It is efficient, effective and economical for all IT services.
2. B. It has an intended purpose or a resultant action.
3. C. It focuses on creating a relationship between processes and products.
4. D. It has responsibility for creating policies.

Correct Answer: A