A process owner is responsible for which of the following?
1.
Defining the process strategy
2.
Assisting with process design
3.
Improving the process
4.
Performing all activities involved in a process
A. 2, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
In which document would you expect to see an overview of actual service achievements against targets?
A. Operational level agreement (OLA)
B. Capacity plan
C. Service level agreement (SLA)
D. SLA monitoring chart (SLAM)
Which of the following is NOT an objective of Continual Service Improvement?
A. Review and analyze Service Level Achievement results
B. Identify activities to improve the efficiency of service management processes
C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D. Conduct activities to deliver and manage services at agreed levels to business users
What is the primary focus of business capacity management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
The MAIN purpose of the Service Portfolio is to describe services in terms of?
A. Business Value
B. Functionality
C. IT Assets
D. Service Level Requirements
Which of the following CANNOT be stored and managed by a tool?
A. Knowledge
B. Data
C. Information
D. Wisdom
Which of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
A consultant has made two recommendations to you in a report:
1.
To include legal terminology in your Service Level Agreements (SLAs)
2.
It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
A. The Service Level Manager
B. The Configuration Manager
C. The Change Manager
D. The Information Security Manager
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
