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block

Which of the following is NOT an objective of Continual Service Improvement?

Select the correct answer(s).  

(0/0)

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Improve the cost effectiveness of IT services without sacrificing customer satisfaction

Identify activities to improve the efficiency of service management processes

Conduct activities to deliver and manage services at agreed levels to business users

Review and analyze Service Level Achievement results

none

Which process is responsible for sourcing and delivering components of requested standard services?

Select the correct answer(s).  

(0/0)

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Service portfolio management

Service desk

Request fulfilment

IT finance

none

Which of the following activities are performed by a desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Implementing all standard changes

Select the correct answer(s).  

(0/0)

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3 and 4 only

2 and 4 only

1, 2 and 3 only

All of the above

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)

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

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

Technology, process and service

Strategic, tactical and operational

none

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Select the correct answer(s).  

(0/0)

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Customer

Administrator

Supplier

User

none

Which function or process would provide staff to monitor events in an operations bridge?

Select the correct answer(s).  

(0/0)

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Request fulfillment

IT operations management

Technical management

Applications management

none

Which one of the following activities does application management perform?

Select the correct answer(s).  

(0/0)

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Deciding who the vendor of the storage devices will be

Agreeing the service levels for the service supported by the application

Defining where the vendor of an application should be located

Ensuring that the required functionality is available to achieve the required business outcome

none

Which one of the following does service metrics measure?

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(0/0)

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The end-to-end service

Functions

Maturity and cost

Infrastructure availability

none

Which process is responsible for low risk, frequently occurring, low cost changes?

Select the correct answer(s).  

(0/0)

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Request fulfillment

Release and deployment management

Demand management

Incident management

none

With which process is problem management likely to share categorization and impact coding systems?

Select the correct answer(s).  

(0/0)

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Capacity management

IT service continuity management

Service asset and configuration management

Incident management

none

Which one of the following is the purpose of service level management?

Select the correct answer(s).  

(0/0)

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To carry out the service operations activities needed to support current IT services

To ensure that an agreed level of IT service is provided for all current IT services

To ensure that sufficient capacity is provided to deliver the agreed performance of services

To create and populate a service catalogue

none

What is a RACI model used for?

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(0/0)

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Defining roles and responsibilities

Performance analysis

Recording configuration items

Monitoring services

none

What guidance does ITIL give on the frequency of production of service reporting?

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(0/0)

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Reporting intervals should be set by the service provider

Service reporting intervals must be defined and agreed with the customers

Service reporting intervals must be the same for all services

Reports should be produced weekly

none

Which one of the following is NOT a valid purpose or objective of problem management?

Select the correct answer(s).  

(0/0)

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To manage problems throughout their lifecycle

To prevent problems and resultant incidents

To restore service to a user

To eliminate recurring incidents

none

Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers

Select the correct answer(s).  

(0/0)

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All of the above

1 and 3 only

2 and 3 only

1 and 2 only