Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

1. A. The IT director
2. B. The process owner
3. C. The service owner
4. D. The customer

Correct Answer: B

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

1. A. Employers
2. B. Stakeholders
3. C. Regulators
4. D. Accreditors

Correct Answer: B

What processes represent the scope of financial management for IT services?

1. A. Budgeting, costing and charging
2. B. Budgeting, accounting and charging
3. C. Cost models and invoicing
4. D. Charging, accounting and billing

Correct Answer: B

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

1. A. Data
2. B. Information
3. C. Knowledge
4. D. Governance

Correct Answer: C

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

1. A. The change authorization board
2. B. The change advisory board
3. C. The change implementer
4. D. The change manager

Correct Answer: B