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NEW QUESTION 1
Which process is responsible for sourcing and delivering components of requested standard services?
- A. Request fulfilment
- B. Service portfolio management
- C. Service desk
- D. IT finance
Answer: A
NEW QUESTION 2
Which of the following statements about incident reporting and logging is CORRECT?
- A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
- B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal servic
- C. This includes technical staff
- D. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
- E. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services
Answer: B
NEW QUESTION 3
Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
- A. Service Transition
- B. Risk Management
- C. IT Service Continuity Management
- D. Availability Management
Answer: A
NEW QUESTION 4
What is the objective of Access Management?
- A. To provide security staff for Data Centers and other buildings
- B. To manage access to computer rooms and other secure locations
- C. To manage access to the Service Desk
- D. To manage the right to use a service or group of services
Answer: D
NEW QUESTION 5
Which of the following CANNOT be stored and managed by a tool?
- A. Data
- B. Wisdom
- C. Information
- D. Knowledge
Answer: B
NEW QUESTION 6
Which one of the following includes four stages called Plan, Do, Check and Act?
- A. The Deming Cycle
- B. The continual service improvement approach
- C. The seven-step improvement process
- D. The service lifecycle
Answer: A
NEW QUESTION 7
Which of the following is an example of self-help capabilities?
- A. Menu-driven range of facilities used to access service requests
- B. Calls to the service desk to register standard changes
- C. A software update downloaded automatically to all laptops in an organization
- D. Software to allow programmers to debug code
Answer: A
NEW QUESTION 8
Customer perceptions and business outcomes help to define what?
- A. The value of a service
- B. Governance
- C. Total cost of ownership (TCO)
- D. Key performance indicators (KPIs)
Answer: A
NEW QUESTION 9
Which one of the following are the two primary elements that create value for customers?
- A. Value on investment (VOI) and return on investment (ROI)
- B. Customer and user satisfaction
- C. Service requirements and warranty
- D. Resources and capabilities
Answer: D
NEW QUESTION 10
Which of the following is the best definition of service management?
- A. The ability to keep services highly available to meet the business needs
- B. A set of specialized organizational capabilities for providing value to customers in the form of services
- C. A complete set of all the documentation required to deliver world class services to customers
- D. An internationally recognized methodology to provide valuable services to customers
Answer: B
NEW QUESTION 11
When tan a known error record tie raised?
1) At any time when it would be useful to do so
2) After a workaround has been found
- A. 2onty
- B. 1 only
- C. Neither of the above
- D. Both of the above
Answer: C
NEW QUESTION 12
"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?
- A. Functions and Processes
- B. Markets and Customers
- C. Applications and Infrastructure
- D. People, products and technology
Answer: A
NEW QUESTION 13
Which of the following would NOT be a task carried out by the Request Fulfillment process?
- A. The sourcing and delivering of the components of requested standard services (e.
- B. licenses and software media)
- C. Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
- D. Provision of information used to compare actual performance against design standards
- E. Provision of information to users and customers about the availability of services and the procedure for obtaining them
Answer: C
NEW QUESTION 14
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 customer's successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Reduction in the duration and frequency of service outages
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Answer: C
NEW QUESTION 15
Which one of the following is the purpose of service level management?
- A. To carry out the service operations activities needed to support current IT services
- B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
- C. To create and populate a service catalogue
- D. To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
NEW QUESTION 16
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
- A. People, process, partners, performance
- B. Performance, process, products, plans
- C. People, process, products, partners
- D. People, products, plans, partners
Answer: C
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