Which of the following should be considered when designing measurement systems, methods and metrics?
1: The services
2: The architectures
3: The configuration items
4: The processes

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

Correct Answer: D

Which of these recommendations is best practice for service level management?
1: Include legal terminology in service level agreements (SLAs)
2: It is NOT necessary to be able to measure all the targets in an SLA

1. A. 1 only
2. B. 2only
3. C. Both of the above
4. D. Neither of the above

Correct Answer: D

Availability Management is responsible for availability of the:

1. A. Services and Components
2. B. Services and Business Processes
3. C. Components and Business Processes
4. D. Services, Components and Business Processes

Correct Answer: A

Which of the following statements about incident reporting and logging is CORRECT?

1. A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
2. B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal servic
3. C. This includes technical staff
4. D. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
5. E. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

Correct Answer: B

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

1. A. Each stage should be carried out once in the order Plan-Do-Check-Act
2. B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
3. C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement
4. D. The entire cycle should be repeated multiple times to implement Continual Improvement

Correct Answer: D