Which process monitors and improves the performance of the service transition stage of the service lifecycle?

• A.Design co-ordination
• B.Service transition management
• C.Transition planning and support
• D.Change management

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Which lifecycle stage defines how value is created and delivered?

• A.Service design
• B.Service strategy
• C.Continual service improvement
• D.Service operation

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Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

• A.2 and 4 only
• B.All of the above
• C.1,2 and 3 only
• D.1 and 3 only

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Who is responsible for defining metrics for change management?

• A.The service owner
• B.The change advisory board (CAB)
• C.The continual service improvement manager
• D.The change management process owner

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Which process is responsible for dealing with complaints, comments, and general enquiries from users?

• A.Demand management
• B.Service level management
• C.Service portfolio management
• D.Request fulfilment

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