A. 2 and 4 only

B. 3 and 4 only

C. 2 only

D. All of the above

A. The service portfolio

B. Service level agreements (SLAs)

C. Operational level agreements (OLAs)

D. Third-party contracts

A. Someone who works in the same organization but in a different business unit to the service provider

B. Customers who are not part of the same organization as the service provider

C. Anyone who gets charged for the delivered services

D. Customers for whom the cost of the service is the primary driver

A. Identify activities to improve the efficiency of service management processes

B. Conduct activities to deliver and manage services at agreed levels to business users

C. Review and analyze Service Level Achievement results

D. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

A. Service level management

B. Service strategy

C. Service design

D. Service operation

A. An authorised change submitted to release and deployment

B. Any request for change (RFC. submitted to change management

C. A justification for a change with significant cost or risk

D. An RFC that must be implemented as soon as possible

A. An SLA that covers all customers for all services

B. An SLA for a service with no customers

C. The SLA covers one service, for all the customers of that service

D. The SLA covers an individual customer group for all services they use

A. Measure

B. Implement

C. Perform

D. Do

A. IT services, components and business processes

B. IT services and business processes

C. Components and business processes

D. IT services and components

A. An unplanned interruption to an IT service or a reduction in the quality of an IT service

B. Any change of state that has significance for the management of a configuration item (CI) or IT service

C. Reducing or eliminating the cause of an incident or problem

D. The unknown cause of one or more incidents that have an impact on an IT service