Who owns the specific costs and risks associated with providing a service?

1. A. The Service Provider
2. B. The Service Level Manager
3. C. The Customer
4. D. The Finance department

Correct Answer: A

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

1. A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
2. B. Public frameworks are always cheaper to adopt
3. C. Public frameworks are prescriptive and tell you exactly what to do
4. D. Proprietary knowledge has been tested in a wide range of environments

Correct Answer: A

Which of the following areas would technology help to support during the service lifecycle?
1: Data mining and workflow
2: Measurement and reporting
3: Release and deployment
4: Process design

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

Correct Answer: D

Which one of the following is NOT a valid purpose or objective of problem management?

1. A. To prevent problems and resultant incidents
2. B. To manage problems throughout their lifecycle
3. C. To restore service to a user
4. D. To eliminate recurring incidents

Correct Answer: C

Which of the following processes are performed by the service desk?
1: Capacity management
2: Request fulfillment
3: Demand management
4: Incident management

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

Correct Answer: C