Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A. The Request Fulfillment Process Manager
B. The Request Fulfillment Process Owner
C. The Service Manager
D. The Service Desk Manager
Which of these is NOT a responsibility of Application Management?
A. Ensuring that the correct skills are available to manage the infrastructure
B. Providing guidance to IT Operations about how best to manage the application
C. Deciding whether to buy or build an application
D. Assisting in the design of the application
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?
What is the definition of an Alert?
A. A type of Incident
B. A warning that a threshold has been reached or that something has changed
C. An error message to the user of an application
D. An audit report that indicates areas where IT is not performing according to agreed procedures
To add value to the business, what are the four reasons to monitor and measure?
A. Evaluate; Diagnose; Justify; Intervene
B. Validate; Direct; Justify; Improve
C. Validate; Direct; Justify; Intervene
D. Evaluate; Direct; Justify; Improve
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?
A. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
C. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales
Which of the following CANNOT be stored and managed by a tool?
A. Knowledge
B. Data
C. Information
D. Wisdom
Major Incidents require:
A. Less documentation
B. Longer timescales
C. Less urgency
D. Separate procedures
Which of the following is concerned with fairness and transparency?
A. Capacity management
B. Governance
C. Service design
D. Service level management
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
C. Produce and maintain all necessary Service Transition packages
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
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