A. Progress and success of the service improvement program (SIP) should be reviewed
B. Meetings should be held on a regular basis to review service achievement
C. Issues for the upcoming period should be discussed at the meetings
D. Actions from service review meetings should only be assigned to the service provider
ANSWER. D. Actions from service review meetings should only be assigned to the service provider
32. What is the PRIMARY process for strategic communication with the service provider’s customers?
A. Service catalogue management
B. Service portfolio management
C. Business relationship management
D. Service desk
ANSWER. C. Business relationship management
33. Which one of the following is NOT an aim of the change management process?
A. To ensure the impact of changes are understood
B. To deliver and manage IT services at agreed levels to business users
C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D. To ensure that changes are recorded and evaluated
ANSWER. B. To deliver and manage IT services at agreed levels to business users
34. What are customers of IT services who work in the same organization as the service provider known as?
A. Strategic customers
B. Internal customers
C. Valued customers
D. External customers
ANSWER. B. Internal customers
35. Access management is closely related to which other process?
A. Information security management
B. 3rd line support
C. Capacity management
D. Change management
ANSWER. A. Information security management
36. In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
A. Service design
B. Service strategy
C. Service transition
D. Service operation
ANSWER. A. Service design
37. Which of the following is the BEST reason for categorizing incidents?
A. To identify whether the user is entitled to log an incident for this particular service
B. To ensure service levels are met and breaches of agreements are avoided
C. To enable the incident management database to be partitioned for greater efficiency
D. To establish trends for use in problem management and other IT service management (ITSM) activities
ANSWER. D. To establish trends for use in problem management and other IT service management (ITSM) activities
38. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
B. No: the Known Error should be created before the problem is logged
C. No: a known error record is created when the original incident is raised
D. No: a known error record should be created with the next release of the service
ANSWER. A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
39. 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. 2 and 3 only
B. 1 and 2 only
C. 1 and 3 only
D. All of the above
ANSWER. D. All of the above
40. Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
ANSWER. D. All of the above
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