A. Service transition
B. Service design
C. Service operation
D. Service strategy
A. Availability management
B. Capacity management
C. Service catalogue management
D. Service portfolio management
A. Only one - the process owner
B. Two - the process owner and the process enactor
C. Only one - the process architect
D. As many as necessary to complete the activity
A. Any change that the organization believes could benefit
B. Only changes that introduce new services
C. It is mandatory that all changes are subject to design coordination activity
D. Only changes to business critical systems
A. An issue reported by a user
B. The cause of two or more incidents
C. A serious incident which has a critical impact to the business
D. The cause of one or more incidents
A. A set of specialized organizational capabilities for providing value to customers in the form of services
B. An internationally recognized methodology to provide valuable services to customers
C. A complete set of all the documentation required to deliver world class services to customers
D. The ability to keep services highly available to meet the business needs
A. Incident and event management
B. Change and release and deployment management
C. Incident and financial management
D. Knowledge and service level management
A. Knowledge - Wisdom - Information - Data
B. Information - Data - Knowledge - Wisdom
C. Data - Information - Knowledge - Wisdom
D. Wisdom - Information - Data - Knowledge
A. Improved quality of service
B. Better balance of technical skills to support live services
C. Reduced total cost of ownership
D. Improved Service alignment with business goals
A. Strategic customers
B. Valued customers
C. Internal customers
D. External customers
