Which one of the following do technology metrics measure?

A. Components

B. Processes

C. The end-to-end service

D. Customer satisfaction

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A. Profit

B. Preparation

C. Products

D. Potential

Where would you expect incident resolution targets to be documented?

A. A service level agreement (SLA)

B. A request for change (RFC)

C. The service portfolio

D. A service description

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A. User

B. Customer

C. Supplier

D. Administrator

Which one of the following is NOT a characteristic of a process?

A. It is measureable

B. It delivers specific results

C. It responds to specific events

D. It structure an organization

Which one of the following is an objective of release and deployment management?

A. To standardize methods and procedures used for efficient and prompt handling of all changes

B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

C. To ensure that the overall business risk of change is optimized

D. To define and agree release and deployment plans with customers and stakeholders

Which one of the following is an objective of service transition?

A. To negotiate service levels for new services

B. To ensure that service changes create the expected business value

C. To minimize the impact of service outages on day-to-day business activities

D. To plan and manage entries in the service catalogue

Which one of the following activities would be performed by access management?

A. Providing physical security for staff at data centers and other buildings

B. Managing access to computer rooms and other secure locations

C. Managing access to the service desk

D. Managing the rights to use a service or group of services

Which role is accountable for the operational management of a process?

A. Process practitioner

B. Process manager

C. Service manager

D. Change manager

Which of the following is NOT a benefit of using public frameworks and standards?

A. Knowledge of public frameworks is more likely to be widely distributed

B. They are always free ensuring they can be implemented quickly

C. They are validated across a wide range of environments making them more robust

D. They make collaboration between organizations easier by giving a common language