What is the definition of an Alert?

1. A. An error message to the user of an application
2. B. A warning that a threshold has been reached or that something has changed
3. C. A type of Incident
4. D. An audit report that indicates areas where IT is not performing according to agreed procedures

Correct Answer: B

Which one of the following is the BEST description of a service level agreement (SLA)?

1. A. The part of a contract that specifies the responsibilities of each party
2. B. An agreement between the service provider and an internal organization
3. C. An agreement between a service provider and an external supplier
4. D. An agreement between the service provider and their customer

Correct Answer: D

In the phrase "People, Processes, Products and Partners". Products refers to:

1. A. IT Infrastructure and Applications
2. B. Services, technology and tools
3. C. Goods provided by third parties to support the IT Services
4. D. All assets belonging to the Service Provider

Correct Answer: B

Which process will regularly anal0yse incident data to identify discernible trends?

1. A. Service level management
2. B. Problem management
3. C. C0hange management
4. D. Event management

Correct Answer: B

Which of the following CANNOT be stored and managed by a tool?

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

Correct Answer: B