Which process is responsible for managing all service requests from users?

1. A. Change fulfilment
2. B. Incident management
3. C. Request fulfilment
4. D. Event management

Correct Answer: C

Which is the correct combination of items that makes up an IT service?

1. A. Customers, providers and documents
2. B. Information technology, people and processes
3. C. Information technology, networks and people
4. D. People, process and customers

Correct Answer: B

A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process

1. A. 2, 3 and 4 only
2. B. All of the above
3. C. 1, 2 and 3 only
4. D. 1, 2 and 4 only

Correct Answer: C

What is the primary focus of component capacity management?

1. A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
2. B. Review of all capacity supplier agreements and underpinning contracts with supplier management
3. C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
4. D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Correct Answer: C

Which one of the following statements about incident reporting and logging is CORRECT?

1. A. Incidents can only be reported by users
2. B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
3. C. All calls to the service desk must be logged as incidents
4. D. Incidents reported by technical staff must also be logged as problems

Correct Answer: B