NEW QUESTION 1
Which of the following is NOT an objective of service transition?

• A. To ensure that a service can be operated, managed and supported
• B. To provide training and certification in project management
• C. To provide quality knowledge and information about services and service assets
• D. To plan and manage the capacity and resource requirements to manage a release

Answer: B

NEW QUESTION 2
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

• A. Service design: Design the processes
• B. Service strategy: Develop the offerings
• C. Service transition: Plan and prepare for deployment
• D. Service operation: IT operations management

Answer: A

NEW QUESTION 3
Which of the following is NOT a source of best practice?

• A. Standards
• B. Technology
• C. Academic research
• D. Internal experience

Answer: B

NEW QUESTION 4
How is the Service Catalogue used to add value to the service provider organization?

• A. Providing a central source of information on the IT services delivered
• B. Showing the business impact of a change
• C. Displaying the relationships between configuration items
• D. To predict the root cause of issues in the IT infrastructure

Answer: A

NEW QUESTION 5
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

• A. The IT director
• B. The process owner
• C. The service owner
• D. The customer

Answer: B

NEW QUESTION 6
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

• A. The Asset Register
• B. The Service Knowledge Management System
• C. The Known Error Database
• D. The Information Management System

Answer: B

NEW QUESTION 7
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

• A. A change
• B. A change model
• C. A change request
• D. A change advisory board

Answer: A

NEW QUESTION 8
Which of these statements about resources and capabilities is CORRECT?

• A. Resources are types of service asset and capabilities are not
• B. Resources and capabilities are both types of service asset
• C. Capabilities are types of service asset and resources are not
• D. Neither capabilities nor resources are types of service asset

Answer: B

NEW QUESTION 9
Which of the following BEST describes a problem?

• A. An issue reported by a user
• B. The cause of two or more incidents
• C. A serious incident which has a critical impact to the business
• D. The cause of one or more incidents

Answer: D

NEW QUESTION 10
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

• A. The service level management
• B. The IT service continuity management
• C. The service catalogue management
• D. The supplier management

Answer: D

NEW QUESTION 11
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

• A. 1, 2 and 3 only
• B. 1 and 2 only
• C. 1, 2 and 4 only
• D. All of the above

Answer: A

NEW QUESTION 12
Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

• A. The Service Level Manager
• B. The IT Service Continuity Manager
• C. The Service Catalogue Manager
• D. The Supplier Manager

Answer: D

NEW QUESTION 13
Which of the following is the best definition of IT service management?

• A. An internal service provider that is embedded within a business unit
• B. A complete set of all the documentation required to deliver world class services to customers
• C. Technical implementation of supporting IT infrastructure components
• D. The implementation and management of quality IT services that meet business needs

Answer: D

NEW QUESTION 14
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 15
What is the act of transforming resources and capabilities into valuable service better known as?

• A. Service management
• B. Incident management
• C. Resource management
• D. Service support

Answer: A

NEW QUESTION 16
Which statement about the service portfolio is TRUE?

• A. The service portfolio includes ail services except those managed by third parties
• B. It is an integral part of the service catalogue
• C. It allows the organization unlimited resources when planning for new service deployments
• D. It represents all resources presently engaged or being released in various stages of the service lifecycle

Answer: D

Explanation:
Reference:.http://docs.livetime.com/LiveTime61/ServiceManager/service_portfolio_management.htm.(Second para)

NEW QUESTION 17
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

• A. Each stage should be carried out once in the order Plan-Do-Check-Act
• B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
• C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement
• D. The entire cycle should be repeated multiple times to implement Continual Improvement

Answer: D

NEW QUESTION 18
Which of the following statements MOST correctly identifies the scope of design coordination activities?

• A. Only changes that introduce new services are included
• B. All changes are mandated to be included
• C. Only changes to business critical systems are included
• D. Any changes that would benefit the organization are included

Answer: D

NEW QUESTION 19
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