Which of the following is an objective of business relationship management?

1. A. To identify patterns of business activity
2. B. To ensure high levels of customer satisfaction
3. C. To secure funding to manage the provision of services
4. D. To ensure strategic plans for IT services exist

Correct Answer: B

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

1. A. Service Strategy
2. B. Continual Service Improvement
3. C. Service Operation
4. D. Service Design

Correct Answer: B

Which process would be used to compare the value that newer services have offered over those they have replaced?

1. A. Availability management
2. B. Capacity management
3. C. Service portfolio management
4. D. Service catalogue management

Correct Answer: C

Which of the following is the BEST reason for categorizing incidents?

1. A. To establish trends for use in problem management and other IT service management (ITSM) activities
2. B. To ensure service levels are met and breaches of agreements are avoided
3. C. To enable the incident management database to be partitioned for greater efficiency
4. D. To identify whether the user is entitled to log an incident for this particular service

Correct Answer: A

What should a release policy include?

1. A. Roles and responsibilities across all the service transition processes.
2. B. Roles and responsibilities for updating the configuration management database (CMDB.
3. C. Criteria and authorization to exit early life support and handover to the service operation function.
4. D. How request for changes (RFCs) are approved for software releases in the IT production environment.

Correct Answer: A