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Question 1

Which one of the following is NOT an aim of the change management process?

Options :

A : To ensure the impact of changes are understood

B : To ensure that changes are recorded and evaluated

C : To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

D : To deliver and manage IT services at agreed levels to business users

Answer: D

Question 2

Which of the following activities would be performed by a process manager?

1. Monitoring and reporting on process performance

2. Identifying improvement opportunities

3. Appointing people to required roles

Options :

A : All of the above

B :

1 and 3 only

C : 1 and 2 only

D : 2 and 3 only

Answer: A

Question 3

Which of the following is NOT a source of best practice?

Options :

A : Standards

B : Technology

C : Academic research

D : Internal experience

Answer: B

Question 4

Which statement about the known error database (KEDB. is CORRECT?

Options :

A : It is maintained by the service desk and updated with the details of each new incident

B : It is a part of the configuration management database (CMDB. and contains workarounds

C : It is maintained by problem management and is used by the service desk to help resolve incidents

D :

It is maintained by incident management and contains solutions to be implemented by problem

Management

Answer: C

Question 5

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Options :

A : The SLA covers one service, for all the customers of that service

B : The SLA covers an individual customer group for all services they use

C : An SLA that covers all customers for all services

D : An SLA for a service with no customers

Answer: A