d) Change manager
12. What lifecycle stage’s driving principle is creating value?
a) Continual service improvement
b) Service strategy
c) Service design
d) Service transition
13. What BEST describes the result of carrying out an activity, following a process, or delivering an IT service?
a) Outcome
b) Incident
c) Change
d) Problem
14. What process is responsible for discussing reports with customers and showing whether services met their targets?
a) Continual service improvement
b)Change management
c) Service level management
d) Availability management
15. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
a) Change authorization board
b) Change advisory board
c) Change implementer
d)Change manager
16. What group of people have an interest in the activities, targets, resources, and deliverables from service management?
a) Employers
b) Stakeholders
c) Regulators
d) Accreditors
17. What is the BEST definition of an event?
a)Any change of state that has significance for the
management of a configuration item or IT service
b)An unplanned interruption to an IT service or a
reduction in the quality of an IT service
c)The unknown cause of one or more incidents that have
an impact on an if service
