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NEW QUESTION 1
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
- A. Service level management
- B. Service portfolio management
- C. Request fulfilment
- D. Demand management
Answer: C
NEW QUESTION 2
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Categorization
- B. Detection
- C. Prioritization
- D. Escalation
Answer: A
NEW QUESTION 3
Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?
- A. Service strategy
- B. Service transition planning and support
- C. Service level management
- D. Change management
Answer: B
NEW QUESTION 4
What BEST defines roles and responsibilities in relation to process and activities?
- A. Human resource model
- B. Configuration baseline
- C. Service model
- D. RACI matrix
Answer: D
NEW QUESTION 5
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
- A. The IT director
- B. The process owner
- C. The service owner
- D. The customer
Answer: B
NEW QUESTION 6
Which processes ensure the targets in the underpinning contracts are appropriate?
- A. Design coordination and service level management
- B. Supplier management and service level management
- C. Service level management and availability management
- D. Configuration management and service portfolio management
Answer: B
NEW QUESTION 7
Which one of the following functions would be responsible for the management of a data centre?
- A. Technical management
- B. Service desk
- C. Application management
- D. Facilities management
Answer: D
NEW QUESTION 8
In which document would you expect to see an overview of actual service achievements against targets?
- A. Operational level agreement (OLA)
- B. Capacity plan
- C. Service level agreement (SLA)
- D. SLA monitoring chart (SLAM)
Answer: D
NEW QUESTION 9
What is used to control a process?
- A. Inputs
- B. Functions
- C. Objectives
- D. Stakeholders
Answer: C
NEW QUESTION 10
Which service life cycle stage provides the following values to the business?
- A. Service transition
- B. Service strategy
- C. Service operation
- D. Service design
Answer: C
NEW QUESTION 11
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
- A. 1,2 and 3 only
- B. All of the above
- C. 1 and 3 only
- D. 2 and 4 only
Answer: A
NEW QUESTION 12
What are underpinning contracts used to document?
- A. The provision of IT services or business services by a service provider
- B. The provision of goods and services by third party suppliers
- C. Service levels that have been agreed between the internal service provider and their customer
- D. Metrics and critical success factors (CSFs) for internal support teams
Answer: B
NEW QUESTION 13
Which of the following is NOT a valid objective of problem management?
- A. To prevent problems and their resultant Incidents
- B. To manage problems throughout their lifecycle
- C. To restore service to a user
- D. To eliminate recurring incidents
Answer: C
NEW QUESTION 14
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
- A. A service option
- B. A service transition package (STP)
- C. A service design package (SDP)
- D. A service charter
Answer: C
NEW QUESTION 15
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
- A. Both of the above
- B. 1 only
- C. 2 only
- D. Neither of the above
Answer: A
NEW QUESTION 16
Which of the following statements BEST describes the aims of release and deployment management?
- A. To build, test and deliver the capability to provide the services specified by service design
- B. To ensure that each release package specified by service design consists of a set of related assets and service components
- C. To ensure that all changes can be tracked, tested and verified if appropriate
- D. To record and manage deviations, risks and issues related to the new or changed service
Answer: A
NEW QUESTION 17
Which process analyses services that are no longer viable and when they should be retired?
- A. Change management
- B. Service portfolio management
- C. Service level management
- D. Business relationship management
Answer: B
NEW QUESTION 18
What processes represent the scope of financial management for IT services?
- A. Budgeting, costing and charging
- B. Budgeting, accounting and charging
- C. Cost models and invoicing
- D. Charging, accounting and billing
Answer: B
NEW QUESTION 19
Where should incident resolution targets to be documented?
- A. A service level agreement (SLA.
- B. A request for change (RFC.
- C. The service portfolio
- D. A service description
Answer: A
NEW QUESTION 20
Where should all master copies of controlled software and documentation be stored?
- A. In the definitive software library
- B. In the definitive media library
- C. In the definitive security library
- D. In the definitive production library
Answer: B
NEW QUESTION 21
Which process is responsible for managing all service requests from users?
- A. Change fulfilment
- B. Incident management
- C. Request fulfilment
- D. Event management
Answer: C
NEW QUESTION 22
Which document shows a detailed analysis of business impact and benefits?
- A. A return on investment
- B. Service level requirements
- C. A business case
- D. A service level agreement
Answer: C
NEW QUESTION 23
What is the BEST description of an operational level agreement (OLA)?
- A. An agreement between the service provider and another part of the same organization
- B. An agreement between the service provider and an external organization
- C. A document that describes to a customer how services will be operated on a day-to-day basis
- D. A document that describes business services to operational staff
Answer: A
NEW QUESTION 24
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
- A. The process practitioner
- B. The process owner
- C. The service owner
- D. The process manager
Answer: B
NEW QUESTION 25
Which one of the following do technology metrics measure?
- A. Components
- B. Processes
- C. The end-to-end service
- D. Customer satisfaction
Answer: A
NEW QUESTION 26
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
- A. 1 only
- B. 2 only
- C. Both of the above
- D. Neither of the above
Answer: B
NEW QUESTION 27
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