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NEW QUESTION 1
Which process includes business, service and component sub-processes?
- A. Capacity management
- B. Incident management
- C. Service level management
- D. Financial management
Answer: A
NEW QUESTION 2
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
- A. Return on investment (ROI), value on investment (VOI), quality
- B. Strategic, tactical and operational
- C. Critical success factors (CSFs), key performance indicators (KPIs), activities
- D. Technology, process and service
Answer: D
NEW QUESTION 3
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
- A. All of the above
- B. 1, 2 and 3 only
- C. 2 and 4 only
- D. 3 and 4 only
Answer: B
NEW QUESTION 4
Which one of the following statements about incident reporting and logging is CORRECT?
- A. Incidents can only be reported by users
- B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
- C. All calls to the service desk must be logged as incidents
- D. Incidents reported by technical staff must also be logged as problems
Answer: B
NEW QUESTION 5
Which of the following statements is CORRECT for every process?
\1. It delivers its primary results to a customer or stakeholder
\2. It defines activities that are executed by a single function
- A. Both of the above
- B. 1 only
- C. Neither of the above
- D. 2 only
Answer: B
NEW QUESTION 6
Which one of the following is NOT an objective of problem management?
- A. Minimizing the impact of incidents that cannot be prevented
- B. Preventing problems and resulting incidents from happening
- C. Eliminating recurring incidents
- D. Restoring normal service operation as quickly as possible
Answer: D
NEW QUESTION 7
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
- A. The process practitioner
- B. The process owner
- C. The service owner
- D. The process manager
Answer: B
NEW QUESTION 8
Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
- A. Change management
- B. IT service continuity management
- C. Financial management for IT services
- D. Service catalogue management
Answer: B
NEW QUESTION 9
Which one of the following is the BEST definition of the term ‘service management’?
- A. A set of specialized organizational capabilities for providing value to customers in the form of services
- B. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
- C. The management of functions within an organization to perform certain activities
- D. Units of organizations with roles to perform certain activities
Answer: A
NEW QUESTION 10
Which of the following BEST describes service strategies' value to the business?
- A. Allows higher volumes of successful change
- B. Reduction in unplanned costs through optimized handling of service outages
- C. Reduction in the duration and frequency of service outages
- D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
Answer: D
NEW QUESTION 11
Which of the following is the correct definition of an outcome?
- A. The results specific to the clauses in a service level agreement (SLA)
- B. The result of carrying out an activity, following a process or delivering an IT service
- C. All the accumulated knowledge of the service provider
- D. All incidents reported to the service desk
Answer: B
NEW QUESTION 12
Which is the correct combination of items that makes up an IT service?
- A. Customers, providers and documents
- B. Information technology, people and processes
- C. Information technology, networks and people
- D. People, process and customers
Answer: B
NEW QUESTION 13
Which of the following BEST describes a service level agreement (SLA.?
- A. A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
- B. A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached
- C. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise
- D. An agreement between an IT service provider and another part of the same organization that assists with the provision of services
Answer: A
NEW QUESTION 14
What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?
- A. An emergency change
- B. An alert
- C. An emergency event
- D. A request for change
Answer: B
NEW QUESTION 15
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
- A. Where are we now?
- B. Where do we want to be?
- C. How do we get there?
- D. Did we get there?
Answer: B
NEW QUESTION 16
Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
- A. 1 and 2 only
- B. 3 only
- C. 1 and 3 only
- D. All of the above
Answer: C
NEW QUESTION 17
Which of the following provide value to the business from service strategy?
\1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
\2. Enabling the service provider to respond quickly and effectively to changes in the business environment
\3. Support the creation of a portfolio of quantified services
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Answer: A
NEW QUESTION 18
Which statement is CORRECT?
- A. A function is a set of responsibilities allocated to a service manager
- B. A process is a team or group of people and the tools they use to perform one or more activities
- C. A function is a set of specialised organisational capabilities
- D. A process is a structured set of activities designed to accomplish a specific objective
Answer: D
NEW QUESTION 19
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
- A. Suppliers, manufacturers and vendors
- B. Customers
- C. Internal departments
- D. The facilities management function
Answer: A
NEW QUESTION 20
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
- A. Profit
- B. Preparation
- C. Products
- D. Potential
Answer: C
NEW QUESTION 21
Which of the following is the BEST description of a centralized service desk?
- A. The desk is co-located within or physically close to the user community it serves
- B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
- C. The desk provides 24 hour global support
- D. There is a single desk in one location serving the whole organization
Answer: D
NEW QUESTION 22
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
- A. Data
- B. Information
- C. Knowledge
- D. Governance
Answer: C
NEW QUESTION 23
Which process analyses services that are no longer viable and when they should be retired?
- A. Change management
- B. Service portfolio management
- C. Service level management
- D. Business relationship management
Answer: B
NEW QUESTION 24
Which one of the following would NOT involve event management?
- A. Intrusion detection
- B. Recording and monitoring environmental conditions in the data centre
- C. Recording service desk staff absence
- D. Monitoring the status of configuration items
Answer: C
NEW QUESTION 25
With which process is problem management likely to share categorization and impact coding systems?
- A. Incident management
- B. Service asset and configuration management
- C. Capacity management
- D. IT service continuity management
Answer: A
NEW QUESTION 26
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