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Question No.41
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
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Providing an understanding of what strategy is
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Ensuring a working relationship between the customer and service provider
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Defining how value is created
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1 only
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2 only
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3 only
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All of the above
Correct Answer: D
Question No.42
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
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Yes: for information purposes, a known error record can be created at any time it is prudent to do so
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No: the Known Error should be created before the problem is logged
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No: a known error record is created when the original incident is raised
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No: a known error record should be created with the next release of the service
Correct Answer: A
Question No.43
What is the result of carrying out an activity, following a process or delivering an IT service known as?
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Outcome
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Incident
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Change
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Problem
Correct Answer: A
Question No.44
Which one of the following is the BEST description of a service level agreement (SLA)?
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The part of a contract that specifies the responsibilities of each party
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An agreement between the service provider and an internal organization
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An agreement between a service provider and an external supplier
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An agreement between the service provider and their customer
Correct Answer: D
Question No.45
Which one of the following is the BEST definition of an event?
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Any change of state that has significance for the management of a configuration item (CI) or IT
service
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An unplanned interruption to an IT service or a reduction in the quality of an IT service
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The unknown cause of one or more incidents that have an impact on an IT service
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Reducing or eliminating the cause of an incident or problem
Correct Answer: A
Question No.46
Which of the following would NOT be contained in a release policy?
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Naming and numbering conventions
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Entry and exit criteria of the release into testing
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Roles and responsibilities for the release
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The risk register for the release
Correct Answer: D
Question No.47
Which one of the following are the two primary elements that create value for customers?
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Value on investment (VOI) and return on investment (ROI)
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Customer and user satisfaction
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Service requirements and warranty
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Resources and capabilities
Correct Answer: D
Question No.48
What is the BEST description of an operational level agreement (OLA)?
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An agreement between the service provider and another part of the same organization
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An agreement between the service provider and an external organization
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A document that describes to a customer how services will be operated on a day-to-day basis
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A document that describes business services to operational staff
Correct Answer: A
Question No.49
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
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A service object
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An incident
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A change
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A known error
Correct Answer: D
Question No.50
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
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A change
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A change model
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A change request
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A change advisory board
Correct Answer: A
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