A. It keeps the communication going within the business
B. It helps the business in making decisions on improvement initiatives
C. It helps the stakeholders understand their customers
D. It dictates the way the business interacts with external suppliers
ANSWER.
B. It helps the business in making decisions on improvement initiatives
A. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.
B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
C. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
D. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.
ANSWER.
B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
3. Which of the following is NOT an objective of the operations management function?
A. Swift application of skills to diagnose any IT operations failures that occur
B. Delivering operational improvements to achieve reduced costs
C. Management of the definitive media library (DML)
D. Maintenance of status quo to achieve stability of day to day processes and activities
ANSWER
C. Management of the definitive media library (DML)
4. What is the BEST description of an external customer?
A. Someone who works in the same organization but in a different business unit to the service provider
B. Anyone who gets charged for the delivered services
C. Customers who are not part of the same organization as the service provider
D. Customers for whom the cost of the service is the primary driver
ANSWER
C. Customers who are not part of the same organization as the service provider
5. How is a service delivered between departments of the same organization classified?
A. Internal service
B. External service
C. Mission critical service
D. Organizational service
A. Internal service
B. External service
C. Mission critical service
D. Organizational service
ANSWER
A. Internal service
6. What BEST describes the value of service transition to the business?
A. It supports the creation of a catalogue of services
B. It leads to gradual and continual improvement in service quality
C. It provides quick and effective access to standard services
D. It results in higher volumes of successful change
ANSWER
D. It results in higher volumes of successful change
7. Which is an objective of access management?
A. To efficiently respond to requests for granting access to services
B. To detect changes of state that have significance for management of an IT service
C. To assist with general information, complaints or comments
D. To minimize the impact of incidents that cannot be prevented
ANSWER
A. To efficiently respond to requests for granting access to services
8. What should be documented as part of every process?
A. The process owner, process policy and set of process activities
B. The service owner, service level agreement and set of process procedures
C. The policy owner, operational level agreement and set of process steps
D. The service manager, service contract and set of work instructions
ANSWER
A. The process owner, process policy and set of process activities
A. How quickly a service or component can be restored to normal working order
B. How long a service or component can perform its agreed function without failure
C. The ability of a third-party supplier to meet the terms of its contract
D. The part of the business process that is critical to providing the service
ANSWER
C. The ability of a third-party supplier to meet the terms of its contract
10. In service design, which term describes services, technologies and tools?
A. People
B. Partners
C. Products
D. Processes
ANSWER
C Products
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