In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.

What are these contracts called?

A. Service Level Agreements (SLAs)

B. Operational Level Contracts

C. Service Contracts

D. Underpinning Contracts

Why would an IT service provider adopt the C0bITTM framework?

A. to adopt a high level process model that organizes a broad range of IT activities

B. to adopt a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

C. to adopt a certified measurement framework that legally provides proof of meeting the SarbanesOxley (SOX) requirements

D. to adopt a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

Which of the documents below should be available as evidence of Service management planning and operations?

A. an Ishikawa (Fishbone) diagram

B. policies and plans for service compliance

C. risk and impact checklists

D. work instructions for storage monitoring

When should the final closure of an Incident record be completed?

A. When all relevant information for classification and routing has been entered.

B. When the Incident has been dispatched outside the Service desk department.

C. When the Incident is solved and normal operation is restored.

D. When the user or customer has been given the opportunity to confirm that the service is restored.

One of the activities of Release and deployment management involves testing and Release acceptance. When can Release management start with implementation planning?

A. As soon as the documentation for managing and supporting the Release is also complete and up to date.

B. As soon as the users have tested the Release.

C. As soon as Change management has approved the Release.

D. As soon as the technicians have tested the Release and no adverse impact of this Release is expected

in the rest of the IT infrastructure.