1. Which of the following is NOT a valid objective of Problem Management?

A. To prevent Problems and their resultant Incidents
B. To manage Problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring Incidents

2. Which stage of the Continual Service Improvement (CSI) model is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision?

A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?

3. Which of the following does the Availability Management process include?
1) Ensuring services are able to meet availability targets
2) Monitoring and reporting actual availability
3) Improvement activities, to ensure that services continue to meet or exceed their availability goals

A. 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only

4. Which of the following items would commonly be on the agenda for a Change Advisory Board (CAB)?
1) Details of failed changes
2) Updates to the change schedule
3) Reviews of completed changes

A. All of the above
B. 1 and 2 only
C. 2 and 3 only
D. 1 and 3 only

5. Which one of the following is an objective of Service Catalogue Management?

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.

6. In which of the following should details of a workaround be documented?

A. The Service Level Agreement (SLA)
B. The problem record
C. The Availability Management Information System
D. The IT service continuity plan

7. Customer perceptions and business outcomes help to define what?

A. The value of a service
B. Customer satisfaction
C. Total cost of ownership
D. Key performance indicators

8. What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service

9. Which of the following are goals of Service Operation?
1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2) The successful release of services into the live environment 4

A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above

10. The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

A. Knowledge Management
B. Availability Management
C. Service Asset and Configuration Management
D. Change Management

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