Which lifecycle stage defines how value is created and delivered?
A. Service design
B. Service strategy
C. Continual service improvement
D. Service operation
Which one of the following is a correct definition of a supplier category?
A. Strategic - for suppliers of operational products or services
B. Tactical - for relationships involving significant commercial activity and business interaction
C. Operational ?for suppliers providing low value and/or readily available products and services
D. Commodity ?for significant partnering relationships that involve senior managers
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management andis used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem
management
What is the CORRECT definition of service management?
A. A set of specialised assets for transitioning services into the live operational environment
B. A set of specialised organisational capabilities for delivering value to customers in the form of services
C. A group of events that meet the demand from customers for services that they receive
D. A group of people that manages services to fulfil the needs of users and customers
An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?
A. A functional escalation
B. A service level escalation
C. An incident resolution
D. A hierarchic escalation
Which of the following 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
What BEST describes the value of service design to the business?
A. It supports the creation of a portfolio of quantified services
B. It reduces total cost of ownership (TCO) of services
C. It improves the control of service assets and configurations
D. It provides quick and effective access to standard services
Which describes an interface of incident management with service level management?
A. Incident workarounds
B. Creating a problem record
C. Incident response times
D. The status of faulty Cis
What do major incidents require?
A. Separate procedures.
B. Less urgency
C. Longer timescales
D. Less documentation
What BEST describes the value of service transition to the business?
A. It supports the creation of a catalogue of services
B. It leads to gradual and continual improvement in service quality
C. It provides quick and effective access to standard services
D. It results in higher volumes of successful change
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