What is a RACI model used for?
A. Performance analysis
B. Recording configuration items
C. Monitoring services
D. Defining roles and responsibilities
Which one of the following activities does application management perform?
A. Defining where the vendor of an application should be located
B. Ensuring that the required functionality is available to achieve the required business outcome
C. Deciding who the vendor of the storage devices will be
D. Agreeing the service levels for the service supported by the application
Which one of the following is the purpose of service level management?
A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services
Which of the following CANNOT be provided by a tool?
A. Knowledge
B. Information
C. Wisdom
D. Data
Which of the following is the best definition of service management?
A. The ability to keep services highly available to meet the business needs
B. A set of specialized organizational capabilities for providing value to customers in the form of services
C. A complete set of all the documentation required to deliver world class services to customers
D. An internationally recognized methodology to provide valuable services to customers
Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfilment
B. Service portfolio management
C. Service desk
D. IT finance
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
A. User
B. Customer
C. Supplier
D. Administrator
Which of the following are classed as stakeholders in service management?
1.
Customers
2.
Users
3.
Suppliers
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A. Do
B. Perform
C. Implement
D. Measure
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
A. Return on investment (ROI), value on investment (VOI), quality
B. Strategic, tactical and operational
C. Critical success factors (CSFs), key performance indicators (KPIs), activities D. Technology, process and service
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