1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
ANSWER. C. 2, 3 and 4 only
72. What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff
ANSWER. A. An agreement between the service provider and another part of the same organization
73. Which one of the following generates demand for services?
A. Patterns of business activity (PBA)
B. Infrastructure trends
C. Cost of providing support
D. Service level agreements (SLA)
ANSWER. A. Patterns of business activity (PBA)
74. Which one of the following is an objective of service transition?
A. To negotiate service levels for new services
B. To ensure that service changes create the expected business value
C. To minimize the impact of service outages on day-to-day business activities
D. To plan and manage entries in the service catalogue
ANSWER. B. To ensure that service changes create the expected business value
75. Which one of the following is the BEST definition of an event?
A. Any change of state that has significance for the management of a configuration item (CI) or IT service
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem
ANSWER. A. Any change of state that has significance for the management of a configuration item (CI) or IT service
76. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes which will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers
ANSWER. D. To deliver and manage IT services at agreed levels to business users and customers
77. Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be found
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident which has a high priority or a high impact on the business
ANSWER. D. An incident which has a high priority or a high impact on the business
78. Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution
A. None of the above
B. Both of the above
C. 2 only
D. 1 only
ANSWER. C. 2 only
79. Which one of the following would NOT involve event management?
A. Intrusion detection
B. Recording and monitoring environmental conditions in the data centre
C. Recording service desk staff absence
D. Monitoring the status of configuration items
ANSWER. C. Recording service desk staff absence
80. The multi-level SLA1 is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
A. Configuration level
B. Service level
C. Corporate level
D. Customer level
ANSWER. A. Configuration level
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