Which is the first step in the 7 Step Improvement Process?
A. Where are we now?
B. Identify gaps in Service Level Agreement (SLA) achievement
C. Prepare for action
D. Define what you should measure
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
A. Extreme focus on cost
B. Extreme focus on responsiveness
C. Vendor focused
D. Extreme internal focus
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A. The Service Desk Manager
B. The Service Manager
C. The Request Fulfillment Process Manager
D. The Request Fulfillment Process Owner
One of the five major aspects of Service Design is the design of the service solutions. It includes?
A. Requirements, resources and capabilities needed and agreed
B. Only requirements needed and agreed
C. Only capabilities needed and agreed
D. Only resources and capabilities needed
A Service Level Agreement is?
A. The part of a contract that specifies responsibilities of each party
B. An agreement between the Service Provider and their customer
C. An agreement between a Service Provider and an external supplier
D. An agreement between the Service Provider and an internal organization
Which of the following statements about processes is INCORRECT?
A. The output from a process has to conform to operational norms derived from business objectives
B. The objective of any IT process should be expressed in terms of business benefits and goals
C. A process may define policies, standards and guidelines
D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
Which of the following is the BEST definition of an Incident?
A. A warning that a threshold has been reached, something has changed, or a failure has occurred
B. An unplanned interruption to an IT service or reduction in the quality of an IT service
C. A change of state which has significance for the management of a Configuration Item or IT Service
D. Loss of ability to operate to specification, or to deliver the required output
Which of the following describes risk proximity?
A. The timeframe over which the risk mitigation actions should be implemented
B. The schedule for the risk management activities related to a plan
C. The timeframe over which a risk will be monitored by the risk owner
D. The timeframe for when the risk might materialize
The difference between service metrics and technology metrics is BEST described as?
A. Service metrics measure the end to end service; Technology metrics measure individual components
B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
Which process would you MOST expect to be involved in the management of Underpinning Contracts?
A. IT Designer/Architect
B. Process Manager
C. Service Catalogue Manager
D. Supplier Manager
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