All services that are at a conceptual or development stage

All services except those that have been retired

All services that are contained within the Service Level Agreement (SLA)

All complex multi-user services

A secure location where definitive hardware spares are held

A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected

A database that contains definitions of all media CIs

A secure library where definitive authorised versions of all software and back-ups are stored and protected

Service Design: Design the processes

Service Strategy: Develop the offerings

Service Transition: Plan and prepare for deployment

Service Operation: IT Operations Management

Service Catalogue Management

Service Level Management

IT Service Continuity Management

Capacity Management

1, 2 and 3 only

1 and 2 only

1, 2 and 4 only

All of the above

Continual Service Improvement

Business Relationship Management

Service Level Management

Availability Management

1 only

All of the above

1 and 2 only

1 and 3 only

The availability of a service or component

The level of risk that could impact a service or process

How long a service or component can perform its function without failing

A measure of how quickly a service or component can be restored to normal working

Change Management

Service Portfolio Management

Supplier Management

Continual Service Improvement

1 and 2 only

1 only

All of the above

1 and 3 only

A configuration management database (CMDB)

A capacity database (CDB)

A configuration management system (CMS)

A capacity management information system (CMIS)

Capacity Management

Incident Management

Service Level Management

Financial Management

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

1,2 and 3 only

All of the above

1 and 2 only

1,2 and 4 only

A. The Change Advisory Board

B. A person that provides formal authorisation for a particular type of change.

C. A role, person or a group of people that provides formal authorisation for a particular type of change.

D. The Change Manager who provides formal authorisation for each change

A. A change to a contract with a supplier

B. A firmware upgrade to a server that is only used for IT Service Continuity purposes

C. An urgent need to replace a CPU to restore a service during an incident

D. A change to a business process that depends on IT Services

A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives

B. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other

C. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate

D. To record and manage deviations, risks and issues related to the new or changed service

A. A Function responsible for Facilities Management and building control systems

B. A Function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsible for all staff within the technical support Function

D. A Function that includes the groups, departments or teams that provide technical expertise and overall management of the IT Infrastructure

A. Technical Management

B. Service Desk

C. IT Operations Control

D. Facilities Management

A. Resources are types of Service Asset and Capabilities are not

B. Resources and Capabilities are both types of Service Asset

C. Capabilities are types of Service Asset and Resources are not

D. Neither Capabilities nor Resources are types of Service Asset

A. Something that won't happen

B. Something that will happen

C. Something that has happened

D. Something that might happen

A. The part of a contract that specifies responsibilities of each party

B. An agreement between the Service Provider and an internal organization

C. An agreement between a Service Provider and an external supplier

D. An agreement between the Service Provider and their customer

A. A Service Level Package

B. A Service Transition Package

C. A Service Design Package

D. A New Service Package

A. At the same time as the service is designed

B. After the service has been designed, before the service is handed over to Service Transition

C. As part of Service Transition

D. Before the service is designed

A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve

B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

A. 1 and 2 only

B. All of the above

C. 1, 2 and 4 only

D. 1, 3 and 4 only

A. The RACI Model

B. A Release Package

C. A Request Model

D. The Plan, Do, Check, Act (PDCA) cycle

A. Capacity Management

B. Modelling arrival rates and performance characteristics of service requests

C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

D. Identifying frequently received user requests and defining how they should be handled

A. To provide security staff for Data Centers and other buildings

B. To manage access to computer rooms and other secure locations

C. To manage access to the Service Desk

D. To manage the right to use a service or group of services

A. Access Management

B. Facilities Management

C. Event Management

D. Demand Management

A. The portion of a service or IT infrastructure that is normally released together

B. The smallest part of a service or IT infrastructure that can be independently changed

C. The portion of a service or IT infrastructure that is changed by a particular release

D. A metric for measuring the effectiveness of the Release and Deployment Management process

A. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities

B. To ensure that the correct priority is assigned to the incident

C. To enable the incident management database to be partitioned for greater efficiency

D. To identify whether the user is entitled to log an incident for this particular service

A. Service Asset and Configuration Management

B. Event Management

C. Service Level Management

D. Performance Management

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

A. Demand Management

B. Incident Management

C. Release and Deployment Management

D. Request Fulfilment

A. The Change Management Process Owner

B. The Change Advisory Board (CAB)

C. The Service Owner

D. The Continual Service Improvement Manager

A. The IT Director

B. The Process Owner

C. The Service Owner

D. The Customer

A. The Service Level Manager

B. The Business Relationship Manager

C. The Service Owner

D. The Service Continuity Manager

A. Negotiating and agreeing Service Level Agreement

B. Negotiating and agreeing Operational Level Agreements

C. Ensuring that the information within the Service Catalogue is adequately protected and backed-up.

D. Only ensure that adequate technical resources are available.

A. Availability Management only

B. Information Security Management and 3rd line support

C. Information Security Management and Availability Management

D. Information Security Management only

A. The design of the Service Portfolio, including the Service Catalogue

B. The design of new or changed services

C. The design of Market Spaces

D. The design of the technology architecture and management systems

A. Only capabilities needed and agreed

B. Only resources and capabilities needed

C. Only requirements needed and agreed

D. Requirements, resources and capabilities needed and agreed

A. 1, 3 and 4 only

B. All of the above

C. 1, 2 and 3 only

D. 1, 2 and 4 only

A. Process owners are more important to service management than service owners

B. Service owners are more important to service management than process owners

C. Service owners are as important to service management as process owners

D. Process owners and service owners are not required within the same organization

A. Is responsible for the day-to-day monitoring and operation of the service they own

B. Is responsible for continual improvement and the management of change affecting the service they own

C. Is a primary stakeholder in all of the underlying IT processes which support the service they own

D. Is accountable for a specific service within an organization

A. Tell others about the progress of an activity

B. Perform an activity

C. Be kept up to date on the progress of an activity

D. Manage an activity

A. Ensuring that information in the Service Catalogue is accurate

B. Ensuring that information within the Service Pipeline is accurate

C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

D. Ensuring that all operational services are recorded in the Service Catalogue

A. Process Manager

B. Service Catalogue Manager

C. Supplier Manager

D. IT Designer/Architect

A. 1, 2 and 3 only

B. 1, 2 and 4 only

C. 1, 3 and 4 only

D. All of the above