Which of the following is a key objective of the Service Level Management Service Management Function

(SMF)?

A. formalizing Operational Level Agreements (OLAs)

B. providing primary liaison and customer service to the IT user community

C. providing the mechanism for setting clear expectations about the service being delivered

D. satisfying customers by ensuring that the Operations department meets the customers' demands

Which of the following is not a core component of MOF?

A. MOF Continuous Improvement Model

B. MOF Risk Management Discipline

C. MOF Process Model

D. MOF Team Model

To what ITIL category do the Service Management Functions (SMFs) in the Changing Quadrant directly map?

A. Customer Relationship Management

B. Service Delivery

C. Service Level Management

D. Service Support

Which of the following Service Management Functions (SMFs) belongs to the Operating Quadrant?

A. Infrastructure Engineering

B. Service Desk

C. Service Monitoring and Control

D. Workforce Management

Which Service Management Function (SMF) or Operations Management Review (OMR) needs to ensure

that the key operational knowledge remains current and accessible to all members of the operations staff?

A. Workforce Management

B. Operations Review

C. Service Level Agreement (SLA)

D. Release Management

The Change and Configuration Management SMF has a set of processes assigned to it. Which process is the first in order?

A. Approve the change

B. Baseline the configuration

C. Classify the Change

D. Initiate the Change

Consider a change that has been performed before and is part of the operational practice of the business. What is the category of this change?

A. Minor

B. Standard

C. Major

D. Significant

What is an outcome of the Envision SMF?

A. Conceptual design of the proposed solution is recorded as part of the vision document.

B. The plan for the project is clearly understood by the team and the customer.

C. The project runs to a strict timetable.

D. The project risks are clearly documented and understood by the team and the customer.The project? risks are clearly documented and understood by the team and the customer.

Is the Portfolio Management Review focused on understanding the state of supply and demand for IT services and directing investments to make sure that the business value of IT is realized?

A. Yes

B. No

Which is a correct statement about the Deliver Phase?

A. It creates an IT strategy to provide value to the business strategy.

B. It is the foundational layer for MOF.

C. It incorporates the best practices of the Microsoft Solutions Framework.

D. It has four SMFs.