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NEW QUESTION 186
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
- A. Products
- B. Potential
- C. Profit
- D. Preparation
Answer: A
NEW QUESTION 187
Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert
- A. Both of the above
- B. 1 only
- C. 2 only
- D. Neither of the above
Answer: A
NEW QUESTION 188
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
- A. All of the above
- B. 1 only
- C. 2 and 3 only
- D. 1, 2 and 4 only
Answer: A
NEW QUESTION 189
Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
- A. Change management
- B. IT service continuity management
- C. Service catalogue management
- D. Financial management for IT services
Answer: B
NEW QUESTION 190
What BEST describes an important principle of communication in service operation?
- A. It focuses on creating a relationship between processes and products.
- B. It has an intended purpose or a resultant action.
- C. It is efficient, effective and economical for all IT services.
- D. It has responsibility for creating policies.
Answer: C
NEW QUESTION 191
A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?
- A. A functional escalation
- B. An incident resolution
- C. A hierarchic escalation
- D. A service level escalation
Answer: C
NEW QUESTION 192
An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?
- A. A functional escalation
- B. An incident resolution
- C. A hierarchic escalation
- D. A service level escalation
Answer: C
NEW QUESTION 193
Which role is accountable for the operational management of a process?
- A. Change manager
- B. Service manager
- C. Process manager
- D. Process practitioner
Answer: C
NEW QUESTION 194
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
- A. Service level management
- B. Change management
- C. Design coordination
- D. Service transition planning and support
Answer: C
NEW QUESTION 195
What do major incidents require?
- A. Separate procedures.
- B. Less documentation
- C. Less urgency
- D. Longer timescales
Answer: A
NEW QUESTION 196
Which of the following is NOT a valid objective of problem management?
- A. To prevent problems and their resultant Incidents
- B. To manage problems throughout their lifecycle
- C. To restore service to a user
- D. To eliminate recurring incidents
Answer: C
NEW QUESTION 197
Which process is responsible for discussing reports with customers showing whether services have met their targets?
- A. Continual service improvement
- B. Change management
- C. Service level management
- D. Availability management
Answer: C
NEW QUESTION 198
Which one of the following activities would be performed by access management?
- A. Managing access to computer rooms and other secure locations
- B. Providing physical security for staff at data centres and other buildings
- C. Managing the rights to use a service or group of services
- D. Managing access to the service desk
Answer: C
NEW QUESTION 199
How are groups, teams, departments and divisions classified?
- A. Functions
- B. Roles
- C. Technicians
- D. Processes
Answer: A
NEW QUESTION 200
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
- A. 2 and 4 only
- B. 1 and 3 only
- C. 1,2 and 3 only
- D. All of the above
Answer: C
NEW QUESTION 201
What is the result of carrying out an activity, following a process or delivering an IT service known as?
- A. Incident
- B. Outcome
- C. Problem
- D. Change
Answer: B
NEW QUESTION 202
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
- A. Reviewing measurements and metrics
- B. Defining measurable targets
- C. Implementing service and process improvements
- D. Creating a baseline
Answer: B
NEW QUESTION 203
Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?
- A. Corporate, customer, service
- B. Corporate, customer, technology
- C. Service, user, IT
- D. Technology, customer, user
Answer: A
NEW QUESTION 204
Which one of the following is the BEST definition of the term 'service management'?
- A. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
- B. The management of functions within an organization to perform certain activities
- C. Units of organizations with roles to perform certain activities
- D. A set of specialized organizational capabilities for providing value to customers in the form of services
Answer: D
NEW QUESTION 205
Which is an example of improving service utility using service management automation?
- A. Reducing the time to compile service data
- B. Faster resource allocation
- C. Monitoring service availability
- D. Pre-determined routing of a service request
Answer: B
NEW QUESTION 206
Which process would be used to compare the value that newer services have offered over those they have replaced?
- A. Service portfolio management
- B. Service catalogue management
- C. Availability management
- D. Capacity management
Answer: A
NEW QUESTION 207
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