Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
What is the result of carrying out an activity, following a process or delivering an IT service known as?
A. Outcome
B. Incident
C. Change
D. Problem
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
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 of the following would commonly be found in a contract underpinning an IT service?
1.
Financial arrangements related to the contract
2.
Description of the goods or service provided
3.
Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Consider the following list:
1.
Change authority
2.
Change manager
3.
Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
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 would ensure that utility and warranty requirements are properly addressed in service designs?
A. Availability management
B. Capacity management
C. Design coordination
D. Release management
Where should the following information be stored?
1.
The experience of staff
2.
Records of user behaviour
3.
Supplier's abilities and requirements
4.
User skill levels
A. The forward schedule of change
B. The service portfolio
C. A configuration management database (CMDB)
D. The service knowledge management system (SKMS)
Which of the following provide value to the business from service strategy?
1.
Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.
Enabling the service provider to respond quickly and effectively to changes in the business environment
3.
Support the creation of a portfolio of quantified services
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
