Which TWO are important aspects of the `service request management' practice?
1.
Standardization and automation
2.
Providing a variety of channels for access
3.
Establishing a shared view of targets
4.
Policies for approvals
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A. Employers
B. Stakeholders
C. Regulators
D. Accreditors
Identity and Rights are two major concepts involved in which one of the following processes?
A. Access Management
B. Facilities Management
C. Event Management
D. Demand Management
What are the publications that provide guidance specific to industry sectors and organization types known as?
A. The Service Strategy and Service Transition books
B. The ITIL Complementary Guidance
C. The Service Support and Service Delivery books
D. Pocket Guides
What are Request Models used for?
A. Capacity Management
B. Modeling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D. Identifying frequently received user requests and defining how they should be handled
Which is a definition of a risk cause?
A. The impact of a risk on the stage and project tolerance
B. The source of a risk
C. The overall effect of a risk on the Business Case
D. How likely a risk is to occur in a given project situation
Which one of the following is a correct definition of a supplier category?
A. Strategic-for suppliers of operational products or services
B. Tactical-for relationships involving significant commercial activity and business interaction
C. Operational-for suppliers providing low value and/or readily available products and services
D. Commodity-for significant partnering relationships that involve senior managers
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
A. Operational contract
B. Underpinning contract
C. Serviceability contract
D. Service level contract
What does the `C' in `RACI' refer to?
A. Communicate
B. Configure
C. Customer D. Consult
What is the purpose of problem management?
A. Reduces the likelihood and impact of incidents
B. Ensures services are restored as soon as possible
C. Helps direct the incident to the correct support area
D. Determines how the service provider is perceived
