Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A. Categorization
B. Detection
C. Prioritization
D. Escalation
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
What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Which role is accountable for the operational management of a process?
A. Process practitioner
B. Process manager
C. Service manager
D. Change manager
Which of the following are valid parts of the service portfolio?
1.
Service pipeline
2.
Service knowledge management system (SKMS)
3.
Service catalogue
A. 1 and 2 only
B. 3 only
C. 1 and 3 only
D. All of the above
Which of the following statements describes the objectives of service asset and configuration management?
1.
To identify, control, report and verify service assets and configuration items (CIs)
2.
To account for, manage and protect the integrity of service assets and configuration items
3.
To establish and maintain an accurate and complete configuration management system
4.
To document all security controls together with their operation and maintenance
A. 1 and 2 only
B. 1, 2, and 3 only
C. 1, 3 and 4 only
D. All of the above
Which statement about the service portfolio is TRUE?
A. The service portfolio includes ail services except those managed by third parties
B. It is an integral part of the service catalogue
C. It allows the organization unlimited resources when planning for new service deployments
D. It represents all resources presently engaged or being released in various stages of the service lifecycle
A Service design package (SDP) would normally be produced for which of the following?
1.
A new IT service
2.
A major change to an IT service
3.
An emergency change to an IT service
4.
An IT service retirement
A. 2, 3 and 4 only
B. 1, 2 and 4 only
C. None of the above
D. All of the above
Which of the following is NOT a source of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A. Service level management
B. Problem management
C. Change management
D. Event management
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