Which of the following statements about processes is INCORRECT?

1. A. They are units of organizations designed to perform certain types of work
2. B. We must be able to measure them in a relevant manner
3. C. They deliver specific results
4. D. They respond to specific events

Correct Answer: A

Which of the following is the best definition of IT service management?

1. A. An internal service provider that is embedded within a business unit
2. B. A complete set of all the documentation required to deliver world class services to customers
3. C. Technical implementation of supporting IT infrastructure components
4. D. The implementation and management of quality IT services that meet business needs

Correct Answer: D

Which of the following does the Availability Management process include?
1: Ensuring services are able to meet availability targets
2: Monitoring and reporting actual availability
3: Improvement activities, to ensure that services continue to meet or exceed their availability goals

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

Correct Answer: B

A single Release unit, or a structured set of Release units can be defined within:

1. A. The RACI Model
2. B. A Release Package
3. C. A Request Model
4. D. The Plan, Do, Check, Act (PDCA) cycle

Correct Answer: B

The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

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

Correct Answer: C