Which of the following is the BEST description of a Business Case?

1. A. A decision support and planning tool that projects the likely consequences of a business action
2. B. A portable device designed for the secure storage and transportation of important documents
3. C. A complaint by the business about a missed service leve
4. D. The terms and conditions in an IT outsource contrac

Correct Answer: A

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

1. A. To decide how IT will engage with suppliers during the service lifecycle
2. B. To proactively prevent all outages to IT services
3. C. To design and build processes which will meet business needs
4. D. To deliver and manage IT services at agreed levels to business users and customers

Correct Answer: D

Which of the following would be defined as part of every process?
1) Roles
2) Activities
3) Functions
4) Responsibilities

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

Correct Answer: D

Which one of the following activities does application management perform?

1. A. Defining where the vendor of an application should be located
2. B. Ensuring that the required functionality is available to achieve the required business outcome
3. C. Deciding who the vendor of the storage devices will be
4. D. Agreeing the service levels for the service supported by the application

Correct Answer: B

Which one of the following includes four stages called Plan, Do, Check and Act?

1. A. The Deming Cycle
2. B. The continual service improvement approach
3. C. The seven-step improvement process
4. D. The service lifecycle

Correct Answer: A