1. What is included in a customer-based Service Level Agreement structure
A. An SLA covering all Customer groups and all the services they use  
B. SLAs for each service that are Custome r-focused and written in business language  
C. An SLA for each service type, covering all those Customer groups that use that Service
D. An SLA with each individual Customer group,  covering all of the services they use  

2. What is not an element of Availability Management
A. Verification  
B. Security  
C. Reliability  
D. None of the above

3. What level of CI information should be kept in the CMDB
A. Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money  
B. Be as high level as possible  
C. Match the organisation’s requirement for information to be held  
D. None of the above

4. What is not an benefit of implementing a formal Incident Management process
A. Improved user satisfaction  
B. Incident volume reduction  
C. Elimination of lost incidents  
D. None of the above

5. Which of the following should Configuration Management plans be integrated with
A. Change & Release Management  
B. Service Level Management  
C. IT Service Financial & Continuity Management.  
D. None of the above

Answers:      1 (D), 2 (A), 3 (A), 4 (B), 5 (A)
 

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