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block

Which process is responsible for providing the rights to use an IT service?

Select the correct answer(s).  

(0/0)

---

Request fulfilment

Incident management

Change management

Access management

none

Which of the following statements about service asset and configuration management is/are CORRECT? 1. A configuration item (CI) can exist as part of any number of other CIs at the same time 2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

Select the correct answer(s).  

(0/0)

---

Neither of the above

Both of the above

1 only

2 only

none

When can a known error record be raised? 1. As soon as the diagnosis is complete 2. After a workaround has been identified but not yet fully confirmed

Select the correct answer(s).  

(0/0)

---

1 only

Neither of the above

2 only

Both of the above

none

Which areas of service management can benefit from automation? 1. Design and modelling 2. Reporting 3. Pattern recognition and analysis 4. Detection and monitoring

Select the correct answer(s).  

(0/0)

---

1, 2 and 3 only

2, 3 and 4 only

All of the above

1, 3 and 4 only

none

Which one of the following is the BEST description of a service request?

Select the correct answer(s).  

(0/0)

---

Anything that the customer wants and is prepared to pay for

Any request or demand that is entered by a user via a self-help web-based interface

Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

A request from a user for information, advice or for a standard change

none

Which one of the following would NOT involve event management?

Select the correct answer(s).  

(0/0)

---

Recording service desk staff absence

Monitoring the status of configuration items

Intrusion detection

Recording and monitoring environmental conditions in the data center

none

Which one of the following can help determine the level of impact of a problem?

Select the correct answer(s).  

(0/0)

---

Statement of requirements (SOR)

Configuration management system (CMS)

Definitive media library (DML)

Standard operating procedures (SOP)

none

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Select the correct answer(s).  

(0/0)

---

Strategic, tactical and operational

Critical success factors (CSFs), key performance indicators (KPIs), activities

Technology, process and service

Return on investment (ROI), value on investment (VOI), quality

none

Which processes are responsible for the regular review of underpinning contracts?

Select the correct answer(s).  

(0/0)

---

Supplier management and service level management

Supplier management and availability management

Availability management and service level management

Supplier management and change management

none

Which role is accountable for the operational management of a process?

Select the correct answer(s).  

(0/0)

---

Process practitioner

Service manager

Change manager

Process manager

none

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Select the correct answer(s).  

(0/0)

---

Where are we now?

How do we get there?

Did we get there?

Where do we want to be?

none

Which process is responsible for ensuring that appropriate testing takes place?

Select the correct answer(s).  

(0/0)

---

Knowledge management

Release and deployment management

Service asset and configuration management

Service level management

none

Which one of the following is the BEST definition of the term ‘service management’?

Select the correct answer(s).  

(0/0)

---

The management of functions within an organization to perform certain activities

A set of specialized organizational capabilities for providing value to customers in the form of services

Units of organizations with roles to perform certain activities

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

none

Service design emphasizes the importance of the 'Four Ps'. These 'Four P's' include Partners, People, Processes and one other 'P'. Which of the following is the additional 'P'?

Select the correct answer(s).  

(0/0)

---

Potential

Products

Profit

Preparation

none

Which one of the following is NOT part of the service design stage of the service lifecycle?

Select the correct answer(s).  

(0/0)

---

Designing and maintaining all necessary service transition packages

Measuring the effectiveness and efficiency of service design and the supporting processes

Producing quality, secure and resilient designs for new or improved services

Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced