In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.

What are these contracts called?

A. Service Level Agreements (SLAs)

B. Operational Level Contracts

C. Service Contracts

D. Underpinning Contracts

When can the building and testing of a Change begin?

A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board

B. As soon as there is a correct network plan for the change

C. As soon as the Request for Change (RFC) has been formally authorized

D. As soon as the Request for Change (RFC) has been classified

What is the difference between a process owner and a process manager?

A. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

B. a process owner is a director and a process manager is a manager

C. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate

D. a process owner will work directly with business leadership and the process manager only works within IT

A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.

What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?

A. Cancel the request and inform the customer

B. Escalate according to procedures

C. Find a new vendor who has the request phone

D. Nothing, the service provider cannot control stock levels of the supplier

Which process is responsible for supplying first-line support and assistance in daily use of iT services?

A. Availability management

B. Incident management

C. Service level management

D. Service reporting