1. Correct answer is: C
Figure 4.21 Service V-model to represent configuration levels and testing
2. Correct answer is: C
a) and d) are from the bulleted list in SO 6.3.2
b) is a summary of the central paragraphs of 6.3.1
c) is the responsibility of Service Level Management
3. Correct answer is: A
Prioritization can normally be determined by taking into account both the urgency of the incident (how quickly the business needs a resolution) and the level of impact it is causing
4. Correct answer is: C
Emergency change authorization… Where CAB approval is required, this will be provided by the Emergency CAB (ECAB)
5. Correct answer is: A
The Service Owner is responsible for continual Improvement…
6. Correct answer is: B
Operations Control, which oversees the execution and monitoring of the operational activities
7. Correct answer is: A
This relationship is described in SS 5.5.3, Business activities drive demand for services
8. Correct answer is: D
establish baselines as markers or starting points for later comparison