A. It supports the creation of a catalogue of services

B. It leads to gradual and continual improvement in service quality

C. It provides quick and effective access to standard services

D. It results in higher volumes of successful change

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

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

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

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

A. 1, 2 and 3 only

B. 1, 2 and 4 only

C. 1, 3 and 4 only

D. 2, 3 and 4 only

A. A function is a set of responsibilities allocated to a service manager

B. A process is a team or group of people and the tools they use to perform one or more activities

C. A function is a set of specialised organisational capabilities

D. A process is a structured set of activities designed to accomplish a specific objective

A. To carry out the service operations activities needed to support current IT services

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

C. To create and populate a service catalogue

D. To ensure that an agreed level of IT service is provided for all current IT services

A. The value of a service

B. Governance

C. Total cost of ownership (TCO)

D. Key performance indicators (KPIs)