What BEST describes the value of continual service improvement to the business?

• A.It results in gradual improvement in cost effectiveness
• B.It supports the creation of a portfolio of quantified services
• C.It improves governance by building controls into service designs
• D.It provides quick and effective access to standard services

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What term describes assurance that a product or service will meet its agreed requirements?

• A.Underpinning contract
• B.Warranty
• C.Service level agreement
• D.Utility

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Which process works with change management to ensure only authorized components are used?

• A.Financial management for IT services
• B.Knowledge management
• C.Service asset and configuration management
• D.Service portfolio management

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In which document would you expect to see an overview of actual service achievements against targets?

• A.Capacity plan
• B.Service level agreement (SLA)
• C.Operational level agreement (OLA)
• D.SLA monitoring chart (SLAM)

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What do major incidents require?

• A.Separate procedures.
• B.Less urgency
• C.Less documentation
• D.Longer timescales

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