Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A
What are the three Service Provider business models?
A. Internal Service provider, External Service provider, Outsourced 3rd Party
B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
C. Internal Service provider, Outsourced 3rd party and Off-shore party
D. Internal Service provider, External Service provider, Shared Service Provider
Which of the following statements about processes is INCORRECT?
A. The output from a process has to conform to operational norms derived from business objectives
B. The objective of any IT process should be expressed in terms of business benefits and goals
C. A process may define policies, standards and guidelines
D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
Which of the following is NOT a characteristic of a process?
A. Delivers specific results
B. A method of structuring an organization
C. Responds to specific events
D. It is measurable
Access Management is closely related to which other processes?
A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
Which of the following activities are helped by recording relationships between Configuration Items (CIs)?
1) Assessing the impact and cause of Incidents and Problems 2) Assessing the impact of proposed Changes 3) Planning and designing a Change to an existing service 4) Planning a technology refresh or software upgrade
A. 1 and 2 only
B. All of the above
C. 1, 2 and 4 only
D. 1, 3 and 4 only
Which of the following BEST describes a Change Authority?
A. The Change Advisory Board
B. A person that provides formal authorisation for a particular type of change.
C. A role, person or a group of people that provides formal authorisation for a particular type of change.
D. The Change Manager who provides formal authorisation for each change
Which of the following should be considered when designing measurement systems, methods and metrics?:
1.
The services
2.
The architectures
3.
The configuration items
4.
The processes
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Which process is responsible for sourcing and delivering components of requested standard services?
A. Request Fulfillment
B. Service Portfolio Management
C. Service Desk
D. IT Finance
Which of the following is an example of capabilities?
A. Menu driven range of facilities used to access service requests
B. Calls to the service desk to register standard changes
C. A software update downloaded automatically to all laptops in an organization
D. Software to allow programmers to debug code
