Question 1

Access management is closely related to which other process?

Options :

A : Capacity management only

B : 3rd line support

C : Information security management

D : Change management

Answer: C

Question 2

Which process is responsible for controlling, recording and reporting on the relationships between

components of the IT infrastructure?

Options :

A : Service level management

B : Change management

C : Incident management

D : Service asset and configuration management

Answer: D

Question 3

Which of the following is NOT a source of best practice?

Options :

A : Standards

B : Technology

C : Academic research

D : Internal experience

Answer: B

Question 4

The BEST description of an incident is:

Options :

A : An unplanned disruption of service unless there is a backup to that service

B : An unplanned interruption to service or a reduction in the quality of service

C : Any disruption to service whether planned or unplanned

D : Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Answer: B

Question 5

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Options :

A : Availability management

B : Capacity management

C : Design coordination

D : Release management

Answer: C

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