Which of the following statements is CORRECT?

1. A. The CMS is part of the Configuration Management Data Base (CMDB)
2. B. The KEDB and the CMS form part of the larger SKMS
3. C. The Service Knowledge Management System (SKMS) is part of the CMS
4. D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

Correct Answer: B

Which of the following is the goal or purpose of service level management?

1. A. To carry out the service operations activities needed to support current IT services
2. B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
3. C. To create and populate a service catalogue
4. D. To ensure that an agreed level of IT service is provided for all current IT services

Correct Answer: D

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

1. A. Where are we now?
2. B. Where do we want to be?
3. C. How do we get there?
4. D. Did we get there?

Correct Answer: B

Which of the following are valid parts of the service portfolio?
1: Service pipeline
2: Service knowledge management system (SKMS)
3: Service catalogue

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

Correct Answer: C

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

1. A. People, process, partners, performance
2. B. Performance, process, products, plans
3. C. People, process, products, partners
4. D. People, products, plans, partners

Correct Answer: C