Which of the following statements correctly states the relationship between urgency, priority and impact?

1. A. Impact, priority and urgency are independent of each other
2. B. Urgency should be based on impact and priority
3. C. Impact should be based on urgency and priority
4. D. Priority should be based on impact and urgency

Correct Answer: D

Which of the following are managed by facilities management?
1: Hardware within a data centre or computer room
2: Applications
3: Power and cooling equipment
4: Recovery sites

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

Correct Answer: C

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

1. A. Strategic customers
2. B. External customers
3. C. Valued customers
4. D. Internal 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

Which of the following activities would be performed by a process manager?
1: Monitoring and reporting on process performance
2: Identifying improvement opportunities
3: Appointing people to required roles

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

Correct Answer: A