Which of the following BEST describes service strategies value to the business?

1. A. Allows higher volumes of successful change
2. B. Reduction in unplanned costs through optimized handling of service outages
3. C. Reduction in the duration and frequency of service outages
4. D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Correct Answer: D

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

1. A. Service level management
2. B. Service portfolio management
3. C. Request fulfilment
4. D. Demand management

Correct Answer: C

What is the entry point or the first level of the V model?

1. A. Service Solution
2. B. Customer / Business Needs
3. C. Service Release
4. D. Service Requirements

Correct Answer: B

What is IT Governance concerned with?

1. A. Measuring and improving the efficiency and effectiveness of IT processes
2. B. Ensuring that IT processes support the organization's strategies and objectives
3. C. Reducing the total cost of providing services to the business
4. D. Ensuring that targets documented in Service Level Agreements (SLAs) are met

Correct Answer: B

Which of the following should NOT be a concern of Risk Management?

1. A. To ensure that the organization can continue to operate in the event of a major disruption or disaster
2. B. To ensure that the workplace is a safe environment for its employees and customers
3. C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
4. D. To ensure only the change requests with mitigated risks are approved for implementation

Correct Answer: D