Which of the following is concerned with fairness and transparency? A. Governance B. Service Level Management C. Capacity Management D.

Service Strategy B Which of the following is a A. Development, negotiation B. Development, negotiation C. Development, negotiation D. Development, negotiation Answer: C responsibility of Supplier Management? and agreement of contracts. and agreement of Organisational Level Agreements and agreement of Service Level Agreements. and agreement of Service Portfolio

Who is responsible for defining Key Performance Indicators for Change Management ? A. The Service Owner B. The Continual Service Improvement Manager C. The Change Advisory Board (CAB) D. The Change Management Process Owner Answer: A Which of the following is one of the primary objectives of Service Strategy? A. To design and build processes that will meet business needs B. To provide detailed specifications for the design of IT services C. To transform Service Management into a strategic asset D. To underscore the importance of services in the global economy Answer: B Which of the following best describes a Service Request? A. Any request or demand that is entered by a user via a Self-Help web-based int erface B. A request from a User for information or advice, or for a Standard Change C. Any request for change that is low risk and can be approved by the Change Man ager without a CAB meeting D. Anything that the customer wants and is prepared to pay for Answer: C Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets 2. Monitoring and reporting actual availability 3. Improvement activities, to ensure that services continue to meet or exceed th eir availability goals A. 1 only B. All of the above C. 1 and 2 only D. 1 and 3 only Answer: B one of the primry objective of Service strategy which of the folowing statement about incident reporting and logging is correct which of the following does availability management process include