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58 practice questions, page 2 of 14, with answer review and explanations.

Question 6

Which process is responsible for discussing reports with customers showing whether services have met their targets?

  1. Continual service improvement
  2. Change management
  3. Service level management
  4. Availability management

Question 7

What do customer perceptions and business outcomes help to define?

  1. The value of a service
  2. Governance
  3. Total cost of ownership (TCO)
  4. Key performance indicators (KPIs)

Question 8

Which of the following are basic concepts used in access management?

  1. Personnel, electronic, network, emergency, identity
  2. Rights, access, identity, directory services, service/service components
  3. Physical, personnel, network, emergency, service
  4. Normal, temporary, emergency, personal, group

Question 9

Which of these statements about resources and capabilities is CORRECT?

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

Question 10

Within service design, what is the key output handed over to service transition?

  1. Measurement, methods and metrics
  2. Service design package
  3. Service portfolio design
  4. Process definitions