Which statement is CORRECT?
A. A function is a set of responsibilities allocated to a service manager
B. A process is a team or group of people and the tools they use to perform one or more activities
C. A function is a set of specialized organizational capabilities
D. A process is a structured set of activities designed to accomplish a specific objective
What is used to control a process?
A. Inputs
B. Functions
C. Objectives
D. Stakeholders
Which describes an interface of incident management with service level management?
A. Incident workarounds
B. Creating a problem record
C. Incident response times
D. The status of faulty Cis
Which processes ensure the targets in the underpinning contracts are appropriate?
A. Design coordination and service level management
B. Supplier management and service level management
C. Service level management and availability management
D. Configuration management and service portfolio management
Which process monitors and improves the performance of the service transition stage of the service lifecycle?
A. Transition planning and support
B. Design co-ordination
C. Change management
D. Service transition management
How is a service delivered between departments of same organization classified?
A. Internal Service
B. External Service
C. Mission Critical service
D. Organizational service.
Which one of the following is a correct definition of a supplier category?
A. Strategic-for suppliers of operational products or services
B. Tactical-for relationships involving significant commercial activity and business interaction
C. Operational-for suppliers providing low value and/or readily available products and services
D. Commodity-for significant partnering relationships that involve senior managers
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 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 statement about services is CORRECT?
A. External services are provided to business units in the same organization
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
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