- (Topic 10)
Which document shows a detailed analysis of business impact and benefits?

1. A. A return on investment
2. B. Service level requirements
3. C. A business case
4. D. A service level agreement

Correct Answer: C

- (Topic 5)
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome

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

Correct Answer: B

- (Topic 3)
Which one of the following activities is NOT part of the Deming Cycle?

1. A. Act
2. B. Plan
3. C. Do
4. D. Co-ordinate

Correct Answer: D

- (Topic 3)
Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

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

Correct Answer: D

- (Topic 10)
Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?

1. A. Business capacity management
2. B. Supplier capacity management
3. C. Service capacity management
4. D. Component capacity management

Correct Answer: A