The change management process owner

The change advisory board (CAB)

The service owner

The continual service improvement manager

2, 3 and 4 only

All of the above

1, 2 and 3 only

1, 2 and 4 only

Performance analysis

Recording configuration items

Monitoring services

Defining roles and responsibilities

RACI model

Incident model

Continual service improvement (CSI) approach

The Deming Cycle

As many as necessary to complete the activity

Only one - the process owner

Two - the process owner and the process enactor

Only one - the process architect

All of the above

1, 2 and 3 only

2 and 4 only

3 and 4 only

Defining where the vendor of an application should be located

Ensuring that the required functionality is available to achieve the required business outcome

Deciding who the vendor of storage devices will be

Agreeing the service levels for the service supported by the application

The desk is co-located within or physically close to the user community it serves

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

The desk provides 24 hour global support

There is a single desk in one location serving the whole organization

Service level management

IT operations management

Capacity management

Incident management

Following a full change advisory board (CAB) to resolve any outstanding agenda items.

During peak or holiday periods when emergencies are more likely to occur.

In an emergency when it is not possible to convene a full CAB.

Outside the normal working hours of the business unit.