Which is the CORRECT list of metrics to support CSI activities?
A. Technology, customer and business
B. Business, service and technology
C. Customer, business and process
D. Process, technology and service
Which groups of people would work according to an operational level agreement?
A. Business units
B. All stakeholders
C. External IT teams
D. Internal IT teams
Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
A. Continual service improvement
B. Service operation
C. Service strategy
D. Service design
Which is the correct combination of items that makes up an IT service?
A. Customers, providers and documents
B. Information technology, people and processes
C. Information technology, networks and people
D. People, process and customers
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
What are the two MAJOR activities in problem management?
A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
Which describes a proactive trigger for problem management?
A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
C. Suspicion or detection of a cause of one or more incidents by the service desk
D. Trending of historical incident records to identify one or more underlying causes
What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to- Wisdom (DIKW)?
A. The complete collection of all data and data repositories in the organization
B. The knowledge to manage organization processes and people
C. The complete collection of all process management structures in the organization
D. The contextual awareness to provide strong common sense judgement
Which Functions are included in IT operations management?
A. Network management and application management
B. Technical management and change management
C. IT operations control and facilities management
D. Facilities management and release management
ITSM concepts are often described in the context of only one of these type. Type I, type II and type III
A. Service Units
B. Business Units
C. Service Providers
D. Customers
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