NEW QUESTION 1
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 2
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

• A. Service strategy
• B. Service transition
• C. Service operation
• D. Continual service improvement

Answer: C

NEW QUESTION 3
Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

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

Answer: D

NEW QUESTION 4
Which is the first step in the 7 Step Improvement Process?

• A. Prepare for action
• B. Define what you should measure
• C. Identify gaps in Service Level Agreement (SLA) achievement
• D. Where are we now?

Answer: B

NEW QUESTION 5
Which of these statements about Service Desk staff is CORRECT?

• A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
• B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
• C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
• D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Answer: B

NEW QUESTION 6
Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

• A. Categorization
• B. Logging
• C. Prioritization
• D. Closure

Answer: A

NEW QUESTION 7
Which of these statements about Service Desk staff is CORRECT?

• A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them
• B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
• C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
• D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

Answer: C

NEW QUESTION 8
A Service design package (SDP) would normally be produced for which of the following?
1: A new IT service
2: A major change to an IT service
3: An emergency change to an IT service
4: An IT service retirement

• A. 2, 3 and 4 only
• B. 1, 2 and 4 only
• C. None of the above
• D. All of the above

Answer: B

NEW QUESTION 9
Which of the following availability management activities are considered to be proactive as opposed to reactive?
1) Monitoring system availability
2) Designing availability into a proposed solution

• A. Neither of the above
• B. Both of the above
• C. 1 only
• D. 2 only

Answer: D

NEW QUESTION 10
Which process would maintain policies, standards and models for service transition activities and processes?

• A. Change management
• B. Capacity management
• C. Service transition planning and support
• D. Release management

Answer: C

NEW QUESTION 11
The BEST description of the purpose of Service Operation is?

• A. To decide how IT will engage with suppliers during the Service Management Lifecycle
• B. To proactively prevent all outages to IT Services
• C. To deliver and support IT Services at agreed levels to business users and customers
• D. To design and build processes that will meet business needs

Answer: C

NEW QUESTION 12
What is the entry point or the first level of the V model?

• A. Service Solution
• B. Customer / Business Needs
• C. Service Release
• D. Service Requirements

Answer: B

NEW QUESTION 13
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

• A. Configuration baseline
• B. Project baseline
• C. Change baseline
• D. Asset baseline

Answer: A

NEW QUESTION 14
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

• A. Do
• B. Perform
• C. Implement
• D. Measure

Answer: A

NEW QUESTION 15
What is IT Governance concerned with?

• A. Measuring and improving the efficiency and effectiveness of IT processes
• B. Ensuring that IT processes support the organization's strategies and objectives
• C. Reducing the total cost of providing services to the business
• D. Ensuring that targets documented in Service Level Agreements (SLAs) are met

Answer: B

NEW QUESTION 16
A process owner has been identified with an ??I?? in a RACI matrix. Which one of the following would be expected of them?

• A. Be accountable for the outcome of an activity
• B. Perform an activity
• C. Be kept up-to-date on the progress of an activity
• D. Manage an activity

Answer: C

NEW QUESTION 17
Application Management plays a role in all applications. One of the key decisions to which they contribute is?

• A. Whether to buy an application or build it
• B. Should application development be outsourced
• C. Who the vendor of the storage devices will be
• D. Where the vendor of an application is located

Answer: A

NEW QUESTION 18
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 interacting, interrelated, 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 19
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