A. A database that contains definitions of all media CIs

B. A secure library where definitive authorized versions of all software and back-ups are stored and protected

C. A secure location where definitive hardware spares are held

D. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

A. Reduction in the duration and frequency of service outages

B. Reduction in unplanned costs through optimized handling of service outages

C. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

D. Allows higher volumes of successful change

A. The service portfolio

B. A service description

C. A request for change (RFC)

D. A service level agreement (SLA)

A. Configuration baseline

B. Change baseline

C. Asset baseline

D. Project baseline

A. Identification of risk, analysis and management of the exposure to risk

B. Training of all staff and investment of capital

C. Control of exposure to risk and investment of capital

D. Training in risk management for all staff and identification of risks

A. To build, test and deliver the capability to provide the services specified by service design

B. To ensure that all changes can be tracked, tested and verified if appropriate

C. To record and manage deviations, risks and issues related to the new or changed service

D. To ensure that each release package specified by service design consists of a set of related assets and service components

A. After implementation but before the post implementation review

B. Before the change is approved

C. After the post implementation review has identified a problem with the change

D. Immediately after the change has failed and needs to be backed out

A. IT services, components and business processes

B. IT services and business processes

C. Components and business processes

D. IT services and components

A. To ensure that a service can be operated, managed and supported

B. To plan and manage the capacity and resource requirements to manage a release

C. To provide training and certification in project management

D. To provide quality knowledge and information about services and service assets

A. 1 and 2 only

B. 1 and 3 only

C. All of the above

D. 2 and 3 only

A. Any request or demand that is entered by a user via a self-help web-based interface

B. A request from a user for information, advice or for a standard change

C. Anything that the customer wants and is prepared to pay for

D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

A. The implementation and management of quality IT services that meet business needs

B. A complete set of all the documentation required to deliver world class services to customers

C. Technical implementation of supporting IT infrastructure components

D. An internal service provider that is embedded within a business unit

A. Delivered service

B. External service

C. Internal service

D. Strategic service

A. Both of the above

B. Option 1 only

C. Neither of the above

D. Option 2 only