Which of these options is a benefit of right-sourcing?
A. It enables the utilisation of effective external options
B. It enables the correct cultural mix within the workplace
C. It eliminates the culture of waste in the organisation
D. It meets team objectives by improving IT services
Which of these options is the best description of right-sourcing?
A. A number of providers in competition for out-sourced services
B. A single provider delivering all of an organizations services
C. A number of providers delivering all of an organizations services
D. A number of providers providing some of an organizations services
As part of an investigation into outsourcing, which of the following would be a major consideration for the SLA?
A. Legal terms and covenants
B. Management policies
C. SACM details
D. Reviews and their frequency
If you are outsourcing your support operation, which of these Service Level issues should be considered?
A. Clarity on penalties and performance levels
B. Internal end-to-end OLAs and penalties
C. The salaries of staff to be transferred
D. The capabilities of the outsourcers ITSM system
What is the best definition of in-sourcing?
A. Using a 3rd party to provide services previously provided by your own staff
B. Bringing a previously out-sourced service back to your organisation
C. Bringing a 3rd party onto your premises to deliver a service
D. Bringing contractors onto your premises to deliver certain services
Which of these options would be an advantage you could confidently highlight when recommending outsourcing to your organization?
A. It will facilitate improved staffing flexibility
B. It will eliminate staffing problems
C. It will improve the profitability of the organization
D. It will improve service performance
Which of these options best describes one of the recognised disadvantages of outsourcing?
A. Responsibility for day-to-day operations is lost
B. The quality of service received is reduced
C. The volume of Incidents and Service requests increases
D. Costs may be higher if the service supply chain is not adequately defined
You've been asked to look at out-sourcing and off-shoring the Service Desk Which of these options is the most critical to your evaluation?
A. Sarbanes Oxley
B. ITIL awareness and compliance
C. The cost of management
D. Removing the need to manage people and problems
You have been asked to produce a model for the most cost-effective way to deliver service across all parts of the organisation. Your manager has indicated that her preference is a right-sourcing option.
What does this mean?
A. Services are delivered from another part of the world
B. Services are delivered on your premises by 3rd parties
C. Services are delivered externally by 3rd parties
D. Services are delivered by a mix of in-house and external options
Conducting an assessment is a necessary step in managing change and for continual improvement.
Which of these options best describes key types of assessment methods?
A. SWOT, CSA and GAP analyses
B. CSA, COBIT and GAP analyses
C. SWOT and CSA analyses and COBIT D. GAP analysis, COBIT and ISO20000
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