Contracts relating to an outsourced Data Centre would be managed by?
A. Service Desk
B. IT Operations Control
C. Technical Management
D. Facilities Management
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
A. Excessive focus on quality
B. Excessively reactive
C. Excessively proactive
D. Excessive focus on cost
What is the definition of an Alert?
A. An error message to the user of an application
B. An audit report that indicates areas where IT is not performing according to agreed procedures
C. A warning that a threshold has been reached or that something has changed
D. A type of Incident
"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
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
What is the definition of an Alert?
A. An error message to the user of an application
B. A warning that a threshold has been reached or that something has changed
C. A type of Incident
D. An audit report that indicates areas where IT is not performing according to agreed procedures
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.g. licenses and software media)
B. Provision of a channel for users to request and receive standard services for which a pre- defined approval and qualification process exists
C. Provision of information used to compare actual performance against design standards
D. Provision of information to users and customers about the availability of services and the procedure for obtaining them
Which of the following CANNOT be stored and managed by a tool?
A. Data
B. Wisdom
C. Information
D. Knowledge
Which process would you MOST expect to be involved in the management of Underpinning Contracts?
A. IT Designer/Architect
B. Process Manager
C. Service Catalogue Manager
D. Supplier Manager
Which of the following is NOT the responsibility of Service Catalogue Management?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
C. Ensuring that information in the Service Catalogue is accurate
D. Ensuring that information within the Service Pipeline is accurate
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