Within service design, what is the key output handed over to service transition?

• A. Service design package
• B. Measurement, methods and metrics
• C. Service portfolio design
• D. Process definitions

Which one of the following are the two primary elements that create value for customers?

• A. Value on investment (VOI) and return on investment (ROI)
• B. Service requirements and warranty
• C. Customer and user satisfaction
• D. Resources and capabilities

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

• A. It is measurable
• B. It responds to specific events
• C. It structures an organization
• D. It delivers specific results

Which of the following BEST describes technical management?

• A. A function that includes providing technical expertise and overall management of the IT infrastructure
• B. Senior managers responsible for all staff within the technical support function
• C. A function responsible for facilities management and building control systems
• D. A function that provides hardware repair services for technology involved in the delivery of service to customers

Which is an objective of access management?

• A. To defect changes of state that have significance for management of an IT service.
• B. To efficiently respond to requests for granting access to services.
• C. To assist with general information, complains or comments.
• D. To minimize the impact of incidents that cannot be prevented.