What is the first activity when implementing a release?01. ; Where do we want to be? Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?a) They are driven by patterns of business activityd) They are driven by the delivery schedule generated by capacity management6. Incident Manager . An organization supplying services to one or more internal customers11. Service Transition provides guidance on moving new and changed services into production3. purpose he/she maintains a logical model containingAll 16. d. 17. b. To ensure that skills and knowledge are transferred to operations and support staff3. 36. d. 37. a. Which of the following statements about Supplier and Contract Database (SCD) are correct?1. Which form of outsourcing provides domain based business expertise?24. 17. Which of the following identifies two Service Portfolio components within the Service Lifecycle?b) Service Knowledge Management System and Service Cataloguec) Service Knowledge Management System and Requirements Portfoliod) Requirements Portfolio and Configuration Management System14. It ensures not only functionality required, but it also ensures that the application selected will fit well within the current business environment, and more importantly, will not increase operational and management costs.For more information on what personal data we collect, why we need it, what we do with it, how long we keep it, and what are your rights, see this 08. b. 26. a. In a project the focus is not on the result, whereas with a process the result is important18. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future ITC. B. 28. c. 29. c. 30. b31. 33. c. 34. b. Business drivers and requirements for a new service should be considered during?b) Review of the current capabilities of IT service deliveryc) The Post Implementation Review (PIR) of a changea) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impactedb) An occurrence that is significant for the management of the IT infrastructure or delivery of servicesc) A known system defect that generates multiple incident reportsd) A planned meeting of customers and IT staff to announce a new service or improvement programa) A strategy for the successful completion of all Service Management projectsb) The path to Service Delivery and Service Support for efficient and effective utilization of resourcesc) Levels of Configuration and testing required to deliver a Service Capabilityd) The business perspective as perceived by the customer and the user of servicesb) Documenting and maintaining the technical skills required to manage and support the IT infrastructurec) Defining the Operational Level Agreements for the technical teamsd) Diagnosis of, and recovery from, technical failures19. Which off the following is a characteristic of every process?5. The spell check module of a word-processing software package contains a number of errors. maintaining internal control to achieve the objectives of effective and efficient operations, reliable financial reporting, and compliance with applicable laws and regulations. Hence we limit this Why should monitoring and measuring be used when trying to improve services?d) To validate, assign resources, purchase technology and train peoplea) To help ensure that standards and conventions are followedb) To help ensure that events are detected as quickly as possiblec) To help enable different applications to work togetherd) To help implement architectures that support the business strategy34. To provide cost justifiable IT capacity that is matched to the needs of the business14. 03. d 04. a. The Service Portfolio Manager accounts for the development and maintenance This stage includes the design of the application itself … 28. a. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues2. Often this contract will include agreed levels of availability, reliability and/or maintainability for a supportingC. a) Release and Deployment Management – as R&D will be responsible for storing and deploying all software items in the DML b) Service Asset and Configuration Management – only responsible for maintaining the records associated with the DML - thus you receive always the most actual ITSM Which of the following would NOT be stored in the Definitive Media Library (DML)?28. CSI provides guidance on the measurement of processes and services25.