What is a RACI model used for?
A. Performance analysis
B. Recording configuration items
C. Monitoring services
D. Defining roles and responsibilities
The remediation plan should be evaluated at what point in the change lifecycle?
A. Before the change is approved
B. Immediately after the change has failed and needs to be backed out
C. After implementation but before the post implementation review
D. After the post implementation review has identified a problem with the change
Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. Only changes that introduce new services
B. It is mandatory that all changes are subject to design coordination activity
C. Only changes to business critical systems
D. Any change that the organization believes could benefit
Which of the following are classed as stakeholders in service management?
1.
Customers
2.
Users
3.
Suppliers
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
A. User
B. Customer
C. Supplier
D. Administrator
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
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
Which of the following CANNOT be provided by a tool?
A. Knowledge
B. Information
C. Wisdom
D. Data
Which of the following is NOT an objective of Continual Service Improvement?
A. Review and analyze Service Level Achievement results
B. Identify activities to improve the efficiency of service management processes
C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D. Conduct activities to deliver and manage services at agreed levels to business users
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
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