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Exam
Form ID: 5549
Multiple Choice
Instructions
1. All 40 questions should be attempted
2. All answers are to be marked on the answer sheet provided
3. You have 60 minutes to complete this paper
4. You must achieve 26 or more out of a possible 40 marks (65%) to pass this examination
Candidate Number:.....
1.
2.
Which process is used to compare the value that new services offer
with the value of the services they have replaced?
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
3.
4.
Which formal agreement minimizes the risk of disputes that can occur
between an IT service provider and an external supplier?
A. Operational contract
B. Underpinning contract
C. Serviceability contract
D. Service level contract
5.
6.
What is defined as any change of state that has significance for the
management of an IT service?
A. A request for change
B. An incident
C. A problem
D. An event
7.
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9.
10.
Which of the following form part of the five major aspects of service
design?
1. Service solutions for new or changed services
2. Management policies and guidelines
3. Business and governance requirements
4. Technology architectures and management architectures
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
11.
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14.
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
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