A.

To decide how IT will engage with suppliers during the Service Management Lifecycle

B.

To proactively prevent all outages to IT Services

C.

To deliver and support IT Services at agreed levels to business users and customers

D.

To design and build processes that will meet business needs

A.

A change to the service provider’s established policies and guidelines

B.

A pre-authorized change that has an accepted and established procedure

C.

A change that is made as the result of an audit

D.

A change that correctly follows the required change process

A.

Data

B.

Wisdom

C.

Information

D.

Knowledge

A.

The contract is being negotiated

B.

The contract is about to be ended

C.

The Supplier Manager decides that there is a risk the contract might need to end soon

D.

The contract has been agreed

A.

An error message to the user of an application

B.

A warning that a threshold has been reached or that something has changed

C.

A type of Incident

D.

An audit report that indicates areas where IT is not performing according to agreed procedures

A.

Loss of ability to operate to specification, or to deliver the required output

B.

A change of state which has significance for the management of a Configuration Item or IT Service

C.

A warning that a threshold has been reached, something has changed, or a failure has occurred

D.

An unplanned interruption to an IT service or reduction in the quality of an IT service

A.

Prepare for action

B.

Define what you should measure

C.

Identify gaps in Service Level Agreement (SLA) achievement

D.

Where are we now?

A.

Whether to buy an application or build it

B.

Should application development be outsourced

C.

Who the vendor of the storage devices will be

D.

Where the vendor of an application is located

A.

Knowledge

B.

Data

C.

Information

D.

Wisdom

A.

Emergency CAB (ECAB)

B.

Urgent Change Authority (UCA)

C.

Urgent Change Board (UCB)

D.

CAB Emergency Committee (CAB/EC)