What BEST defines IT service management?
A. An organization supplying services to only external customers
B. The customer of an IT service provider who defines and agrees the service targets
C. The implementation and management of quality IT services that meet business needs
D. The resources that are utilized to provide value to customers through services
What is the BEST definition of a definitive media library?
A. It is a secure library in which the latest versions of authorized software items are stored and protected.
B. It is a structured document with definitive information regarding all live IT services, including those available for deployment.
C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected.
D. It is a set of tools and databases that is used to manage knowledge, information and data.
Which of the following are CORRECT Service Design Aspects?
1.
Service Solutions for new or changed services
2.
Management policies and guidelines
3.
Business requirements technology and management architectures
4.
Process requirements technology and management architectures
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service transition
B. Service level management
C. Service operation
D. Service design
Which three types of metric support Continual Service Improvement (CSI) activities?
A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
B. Process metrics, software metrics and financial metrics
C. Technology metrics, process metrics and service metrics
D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
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
Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
A. Testing the tool and training process managers on using the process
B. Development or purchase of tools and deployment of the tools
C. Training tool administrators how to manage tools and monitoring tool performance in operational environment
D. Development or purchase of tools and deployment of the process
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
Where are the details of core and enhancing services provided?
A. The definitive media library
B. The configuration management system
C. The service portfolio
D. The service catalogue
Which is used to assess business demand for services?
A. Premium business assets
B. Patterns of business activity
C. Provider business assets
D. Predicted business architecture
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