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1. Which of these should a change model include?
1.) The steps that should be taken to handle the change
2.) Responsibilities; who should do what, including escalation
3.) Timescales and thresholds for completion of the actions
4. Complaints procedures
A. 1, 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 2 and 4 only
Answer: A

2. Which of the following is MOST concerned with the design of new or changed services?
A. Change Management
B. Service Transition
C. Service Strategy
D. Service Design
Answer: D

3. Which of the following is a responsibility of Supplier Management?
A. Development, negotiation and agreement of Service Level Agreements (SLAs)
B. Development, negotiation and agreement of contracts
C. Development, negotiation and agreement of the Service Portfolio
D. Development, negotiation and agreement of Operational Level Agreements (OLAs)
Answer: B

4. Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?
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

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

6. Which of the following is an objective of business relationship management?
A. To identify patterns of business activity
B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist
Answer: B

7. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Answer: C

8. Which of the following BEST describes service strategies value to the business?
A. Allows higher volumes of successful change
B. Reduction in unplanned costs through optimized handling of service outages
C. Reduction in the duration and frequency of service outages
D. Enabling the service provider to have a clear understanding of what levels of service will make their
customers successful
Answer: D

9. Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
Answer: C

10. Which of the following would be used to communicate a high level description of a major change that
involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Answer: A