What is a service delivered between two business units in the same organization known as?
A. Strategic service
B. Delivered service
C. Internal service
D. External service
What is the act of transforming resources and capabilities into valuable service better known as?
A. Service management
B. Incident management
C. Resource management
D. Service support
Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
Which of the following is NOT a source of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
A. Service level management
B. Financial management
C. Demand management
D. Risk management
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
A. Service operation
B. Service transition
C. Continual service improvement
D. Service strategy
Which of the following are within the scope of service asset and configuration management?
1.
Identification of configuration items (CIs)
2.
Recording relationships between CIs
3.
Recording and control of virtual CIs
4.
Approving finance for the purchase of software to support service asset and configuration management
A. 1, 2 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager
Which of the following activities are performed by a desk?
1.
Logging details of incidents and service requests
2.
Providing first-line investigation and diagnosis
3.
Restoring service
4.
Implementing all standard changes
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
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