- (Topic 1)
Which one of the following is the BEST definition of the term 'service management'?

1. A. A set of specialized organizational capabilities for providing value to customers in the form of services
2. B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
3. C. The management of functions within an organization to perform certain activities
4. D. Units of organizations with roles to perform certain activities

Correct Answer: A

- (Topic 5)
The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

1. A. Customer level
2. B. Service level
3. C. Corporate level
4. D. Configuration level

Correct Answer: D

- (Topic 5)
Which process would ensure that utility and warranty requirements are properly addressed in service designs?

1. A. Availability management
2. B. Capacity management
3. C. Design coordination
4. D. Release management

Correct Answer: C

- (Topic 5)
Hierarchic escalation is BEST described as?

1. A. Notifying more senior levels of management about an incident
2. B. Passing an incident to people with a greater level of technical skill
3. C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
4. D. Failing to meet the incident resolution times specified in a service level agreement

Correct Answer: A

- (Topic 6)
Availability management is directly responsible for the availability of which of the following?

1. A. IT services and components
2. B. IT services and business processes
3. C. Components and business processes
4. D. IT services, components and business processes

Correct Answer: A