What BEST describes the value of service operation to the business?
A. It supports the creation of a portfolio of quantified services
B. It ensures IT services are continuously aligned to business requirements
C. It defines the control of service assets and configurations
D. It reduces the duration and frequency of service outages
Access management is responsible for implementing policies defined in which process?
A. Service portfolio management
B. Information security management
C. Change management
D. Problem management
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
Which term describes if a service is fit for use?
A. Serviceability
B. Utility
C. Warranty
D. Availability
What BEST defines serviceability?
A. How quickly a service or component can be restored to normal working order
B. How long a service or component can perform its agreed function without failure
C. The ability of a third-party supplier to meet the terms of its contract
D. The part of the business process that is critical to providing the service
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
A. Operational contract
B. Underpinning contract
C. Serviceability contract
D. Service level contract
Which areas are NOT measured by process KPIs?
1.
Technology
2.
Performance
3.
Value
4.
Compliance
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 1, 3 and 4 only
D. 2, 3 and 4 only
Which of the following BEST describes a service level agreement (SLA.?
A. A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
B. A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached
C. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise
D. An agreement between an IT service provider and another part of the same organization that assists with the provision of services
Which statement about services is CORRECT?
A. External services are provided to business units in the same organisation
B. Internal services are provided by suppliers to the internal IT department
C. External services are delivered to external customers
D. Internal services are delivered to external customers
What is used to control a process?
A. Inputs
B. Functions
C. Objectives
D. Stakeholders
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