1. Which department people can best help in auditing?

[A] ERP
[B] EDP
[C] Finance
[D] Higher Mnagement
[E] None of these
(Ans):B

2. Which is not manual technique for computer assisted audit technique?
[A] Interviews
[B] Code Reviews
[C] Questionnaires
[D] Control Flow Chart
[E] None of these
(Ans):B

3. Which of the following is not a common standard for service level management?
[A] IEC2000
[B] ISO9000
[C] ISO2000
[D] COBIT
[E] None of these
(Ans):D

4. Which of the following BEST describes Partnerin the phrasePeople, Processes,
Products and Partners?
[A] Suppliers, manufactures and vendors
[B] Custemors
[C] Enternal department
[D] The facilities management function
[E] None of these
(Ans):A

5. Which is the most important of SLM?
[A] Custemer service
[B] Custemer satisfaction
[C] 24*7 IT support
[D] Meeting the SLAs
[E] None of these
(Ans):B

6. Of the following which is not part of service lavel manegement?
(1)Service level recritement
[B] Service desk
[C] Service catalog
[D] Service improvement plan
[E] None of these
(Ans):B

7. What is the sub-process of capacity planning?
[A] Business capacity planning
[B] Service capacity planning
[C] Resource capacity planning
[D] All of these
[E] None of these
(Ans):D

8. Which of the following is not a part of Financial Mangement for IT Services?
[A] Charging
[B] Budgeting
[C] Accounting
[D] Procurement
[E] None of these
(Ans):D

9. Understanding customer usage of services and how this varies over time is part of which
process?
[A] Service protofolio Management
[B] Service level management
[C] Component capacity management
[D] Demand management
[E] None of these
(Ans):D

. 10. Which is not a charectaristics of a process?
[A] Process is always measurable
[B] Process always delivers specific results
[C] Process always responds to specific events
[D] Process always is necessary
[E] None of these
(Ans):D

11. What does a service always deliver to customer?
[A] Application
[B] Infrastructure
[C] Value
[D] Resouces
[E] None of these
(Ans):C

12. Who owns the specific costs and risks assosiated with providing a service?
[A] The service provider
[B] The service level manger
[C] The customer
[D] Resources
[E] None of these
(Ans):A

13. Financial department needs higher security measures is example for which SLA?
[A] Corporate level SLA
[B] Customer level SLA
[C] Service level SLA
[D] All of these
[E] None of these
(Ans):B

14. Which of the following activities is NOT a part of the Deming cycle?
[A] Act
[B] Plan
[C] D o
[D] Coordinate
[E] None of these
(Ans):D

15. E-mail services for a particular department needs encryption and secure backups is
example of:
[A] Corporate level SLA
[B] Customer level SLA
[C] Service level SLA
[D] All of these
[E] None of these
(Ans):C

16. Which stage of the service life cycle is MOST concerned with defining policies
andobjectives?
[A] Service design
[B] Service transition
[C] Service startegy
[D] Service operation
[E] None of these
(Ans):C

17. Which of the following should a service catelog contain?
[A] The version information of all software
[B] The organizational structure of the company
[C] The customer
[D] Resources
[E] None of these
(Ans):D

18. Which of the following do service metrics measyres?
[A] Processes and functions
[B] Maturity and cost
[C] The end to end service
[D] Infrastructure avalibility
[E] None of these
(Ans):C

19. What are the key issues in choosing the measurement process?
[A] Accuracy
[B] Cost
[C] Visibility
[D] All of these
[E] None of these
(Ans):D

20. Which of these is critcal success for service level agreement?
[A] All services are met
[B] Users appreciate the costs of desired service levels
[C] Service perfomance measures are available
[D] All of the above
[E] None of these
(Ans):B