What are customers of IT services who do NOT work in the same organization as the service provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Which of the following BEST describes service strategies' value to the business?
A. Allows higher volumes of successful change
B. Reduction in unplanned costs through optimized handling of service outages
C. Reduction in the duration and frequency of service outages
D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
With which process is problem management likely to share categorization and impact coding systems?
A. Incident management
B. Service asset and configuration management
C. Capacity management
D. IT service continuity management
Which of the following service desk organizational structures are described in service operation?
1.
Local service desk
2.
Virtual service desk
3.
IT help desk
4.
Follow the sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
A. Service level management
B. IT operations management
C. Capacity management D. Incident management
Which function or process would provide staff to monitor events in an operations bridge?
A. Technical management
B. IT operations management
C. Request fulfilment
D. Applications management
Which role is accountable for the operational management of a process?
A. Process practitioner
B. Process manager
C. Service manager
D. Change manager
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
A. Customer assets
B. Customer perceptions
C. Business activity
D. Business vision
