Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

1. A. Service Portfolio Management
2. B. Service Level Management
3. C. Component Capacity Management
4. D. Demand Management

Correct Answer: D

Which of the following statements about service asset and configuration management is/are CORRECT?
1: A configuration item (CI) can exits as part of any numbers other CIs at the same time
2: Choosing which CIs to record will depend on the level of control an organization wishes to exert.

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

Correct Answer: C

What are the three service provider business models?

1. A. Internal service provider, outsourced 3rd party and off-shore party
2. B. Internal service operations provider, external service operations provider, shared service unit
3. C. Internal service provider, external service provider, outsourced 3rd party
4. D. Internal service provider, external service provider, shared service unit

Correct Answer: D

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

1. A. A service object
2. B. An incident
3. C. A change
4. D. A known error

Correct Answer: D

Where would all the possible service improvement opportunities be recorded?

1. A. CSI register
2. B. Known error database
3. C. Capacity management information system
4. D. Configuration management database

Correct Answer: A