Which CSI step would defining metrics be appropriate for?
A. Where do we want to be?
B. Did we get there?
C. How do we keep the momentum going?
D. Where are we now?
A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk.
What should the service desk open?
A. A problem record
B. A service request
C. An incident record
D. An emergency request
Which stage of the service lifecycle includes catalogue management, information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
What should a service design package (SDP) be produced for?
1.
A standard change
2.
A minor change to a service
3.
Removal of a service
4.
A major change to a service
A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4
Which statement about internal customers is CORRECT?
A. Services are provided to internal customers under contractual agreements
B. Internal customers have different organizational objectives from their service provider
C. Agreed levels of service are not as important to internal customers
D. Internal customers are part of the same organization as the service provider
What is NOT within the scope of service catalogue management?
A. Contribution to the definition of services
B. Interfaces between all services and supporting services
C. Interfaces between the service catalogue and service portfolio
D. Fulfillment of business service requests
Which is NOT an objective of the change management process?
A. To ensure that all changes to configuration items are recorded in the configuration management system
B. To ensure that changes are recorded and evaluated
C. To respond to the business and IT requests for change that will align the services with the business needs
D. To deliver and manage IT services at agreed levels to business users
Which of the following form part of the five major aspects of service design?
1.
Service solutions for new or changed services
2.
Management policies and guidelines
3.
Business and governance requirements
4.
Technology architectures and management architectures
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Which service transition process provides guidance about converting data into information?
A. Change evaluation
B. Knowledge management
C. Service validation and testing
D. Service asset and configuration management
What are the two MAIN types of activity in problem management?
A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
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