Question 1

Which one of the following does service metrics measure?

Options :

A : Functions

B : Maturity and cost

C : The end-to-end service

D : Infrastructure availability

Answer: C

Question 2

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 3

Which is the CORRECT activity to carry out the 'How do we get there' phase of the Continual

Service Improvement approach?

Options :

A : Service and process improvement

B : Baseline assessments

C : Policy and governance review

D : Measurable targets

Answer: A

Question 4

Which one of the following is NOT a characteristic of a process?

Options :

A : It is measurable

B : It delivers specific results

C : It responds to specific events

D : It structures an organization

Answer: D

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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