Which process is responsible for sourcing and delivering components of requested standard services?

1. A. Request fulfilment
2. B. Service portfolio management
3. C. Service desk
4. D. IT finance

Correct Answer: A

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

1. A. To ensure that a service can be managed and operated in accordance with constraints specified during design
2. B. To design and develop capabilities for service management
3. C. To provide good-quality knowledge and information about services
4. D. To plan the resources required to manage a release

Correct Answer: B

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

1. A. To standardize methods and procedures used for efficient and prompt handling of all changes
2. B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
3. C. To ensure that the overall business risk of change is optimized
4. D. To define and agree release and deployment plans with customers and stakeholders

Correct Answer: D

The configuration management system is part of which system?

1. A. The availability management information system
2. B. The capacity management information system
3. C. The information security management system
4. D. The service knowledge management system

Correct Answer: D

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

1. A. 1 only
2. B. 2 only
3. C. Both of the above
4. D. Neither of the above

Correct Answer: B