What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
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
Which of the following is NOT a benefit of using public frameworks and standards?
A. Knowledge of public frameworks is more likely to be widely distributed
B. They are always free ensuring they can be implemented quickly
C. They are validated across a wide range of environments making them more robust
D. They make collaboration between organizations easier by giving a common language
Which of the following statements about processes is INCORRECT?
A. They are units of organizations
B. They are measurable
C. They deliver specific results
D. They respond to specific events
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
A. Service strategy
B. Service transition
C. Service operation
D. Continual service improvement
Where would all the possible service improvement opportunities be recorded?
A. CSI register
B. Known error database
C. Capacity management information system
D. Configuration management database
Which of the following statements correctly states the relationship between urgency, priority and impact?
A. Impact, priority and urgency are independent of each other
B. Urgency should be based on impact and priority
C. Impact should be based on urgency and priority
D. Priority should be based on impact and urgency
Which types of communication would the functions within service operation use?
1.
Communication between data centre shifts
2.
Communication related to changes
3.
Performance reporting
4.
Routine operational communication
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
A. Serviceability
B. Availability
C. Capacity
D. Continuity
Which of the following can include steps that will help to resolve an incident?
1.
Incident model
2.
Known error record
A. 1 only
B. 2only
C. Both of the above
D. Neither of the above
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