Which of the following is NOT a source of best practice?

1. A. Standards
2. B. Technology
3. C. Academic research
4. D. Internal experience

Correct Answer: B

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

1. A. Service level management
2. B. Change management
3. C. Incident management
4. D. Service asset and configuration management

Correct Answer: D

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

1. A. Availability management
2. B. Capacity management
3. C. Design coordination
4. D. Release management

Correct Answer: C

What is the BEST description of an operational level agreement (OLA)?

1. A. An agreement between the service provider and another part of the same organization
2. B. An agreement between the service provider and an external organization
3. C. A document that describes to a customer how services will be operated on a day-to-day basis
4. D. A document that describes business services to operational staff

Correct Answer: A

Which one of the following is NOT part of the service design stage of the service lifecycle?

1. A. Designing and maintaining all necessary service transition packages
2. B. Producing quality, secure and resilient designs for new or improved services
3. C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
4. D. Measuring the effectiveness and efficiency of service design and the supporting processes

Correct Answer: A