Question 1

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

Options :

A : All of the above

B : 1, 2 and 3 only

C : 2 and 4 only

D : 3 and 4 only

Answer: B

Question 2

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options :

A : Business services

B : Component services

C : Supporting services

D : Customer services

Answer: C

Question 3

Which one of the following is NOT an aim of the change management process?

Options :

A : To ensure the impact of changes are understood

B : To ensure that changes are recorded and evaluated

C : To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

D : To deliver and manage IT services at agreed levels to business users

Answer: D

Question 4

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Options :

A : The SLA covers one service, for all the customers of that service

B : The SLA covers an individual customer group for all services they use

C : An SLA that covers all customers for all services

D : An SLA for a service with no customers

Answer: A

Question 5

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

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