Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1: Monitoring system availability
2: Designing availability into a proposed solution

1. A. None of the above
2. B. Both of the above
3. C. 1 only
4. D. 2 only

Correct Answer: D

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

1. A. Return on investment (ROI), value on investment (VOI), quality
2. B. Strategic, tactical and operational
3. C. Critical success factors (CSFs), key performance indicators (KPIs), activities
4. D. Technology, process and service

Correct Answer: D

Which of the following does the Availability Management process include?
1: Ensuring services are able to meet availability targets
2: Monitoring and reporting actual availability
3: Improvement activities, to ensure that services continue to meet or exceed their availability goals

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

Correct Answer: B

Which of the following is NOT an objective of request fulfillment?

1. A. To provide information to users about what services are available and how to request them
2. B. To update the service catalogue with services that may be requested through the service desk
3. C. To provide a channel for users to request and receive standard services
4. D. To source and deliver the components of standard services that have been requested

Correct Answer: B

Which process lists "Understanding patterns of business activity" as a major role?

1. A. Demand Management
2. B. Supplier Management
3. C. Service Desk
4. D. Request Fulfillment

Correct Answer: A