Which of the following are the two primary elements that create value for customers?

1. A. Value on investment (VOI) and return on investment (ROI)
2. B. Customer and user satisfaction
3. C. Service requirements and warranty
4. D. Resources and capabilities

Correct Answer: D

In which of the following situations should a Problem Record be created?

1. A. An event indicates that a redundant network segment has failed but it has not impacted any users
2. B. An Incident is passed to second-level support
3. C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
4. D. Incident Management has found a workaround but needs some assistance in implementing it

Correct Answer: C

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1) Risk assessment
2) Testing of resilience mechanisms
3) Monitoring of component availability

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

Correct Answer: B

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

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

Correct Answer: A

Which of the following are goals of Service Operation?
1: To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2: The successful release of services into the live environment

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

Correct Answer: A