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1.What should a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources
Answer:C
2.Which one of the following would NOT be defined as part of every process?
A.Roles
B.Inputs and outputs
C.Functions
D.Metrics
Answer:C
3.What would you call the groups of people who have an interest in the targets, activities, resources and deliverables from service management?
A.Employers
B.Stakeholders
C.Regulators
D.Accreditors
Answer:B
4.Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
A.Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B.Public frameworks are always cheaper to adopt
C.Public frameworks are prescriptive and tell you exactly what to do
D.Proprietary knowledge has been tested in a wide range of environments
Answer:A
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