Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
A.
Proprietary knowledgemay be difficult to adopt, replicate or transfer since it is often undocumented
B.
Public frameworks are always cheaper to adopt
C.
Public frameworks are prescriptive and tell you exactly what to do
D.
Proprietary knowledge has been tested in a wide rangeof environments
Proprietary knowledgemay be difficult to adopt, replicate or transfer since it is often undocumented
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
A.
All of the above
B.
1 and 3 only
C.
1 and 2 only
D.
2 and 3 only
All of the above
Which one of the following isthe BEST definition of the term ‘service management’?
A.
A set of specialized organizational capabilities for providing value to customers in the form of services
B.
A group of interrelated, interacting or independent components that form a unified whole,operating
together for a common purpose
C.
The management of functions within an organization to perform certain activities
D.
Units of organizations with roles to perform certain activities
A set of specialized organizational capabilities for providing value to customers in the form of services
Which is the correct definition of a customer facing service?
A.
One which directly supports the business processes of customers
B.
A servicethat cannot be allowed to fail
C.
One which is not covered by a service level agreement
D.
A service not directly used by the business
One which directly supports the business processes of customers
Which of the following is NOT a source of best practice?
A.
Standards
B.
Technology
C.
Academic research
D.
Internal experience
Technology
Which of the following is an enabler of best practice?
A.
Standards
B.
Technology
C.
Academic research
D.
Internal experience
Technology
Which of the following is the best definition of IT service management?
A.
An internal service provider that is embedded within a business unit
B.
A complete set of all the documentation required todeliver world class services to customers
C.
Technical implementation of supporting IT infrastructure components
D.
The implementation and management of quality IT services that meet business needs
The implementation and management of quality IT services that meet business needs
What are customers of IT services who work in the same organization as the service provider known as?
A.
Strategiccustomers
B.
External customers
C.
Valued customers
D.
Internal customers
Internal customers
Which of the following is the best definition of service management?
A.
The ability to keep services highly available to meet the business needs
B.
A set ofspecialized organizational capabilities for providing value to customers in the form of services
C.
A complete set of all the documentation required to deliver world class services to customers
D.
An internationally recognized methodology to provide valuable services to customers
A set ofspecialized organizational capabilities for providing value to customers in the form of services
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
A.
All of the above
B.
1 and 3 only
C.
1 and 2 only
D.
2 and 3 only
All of the above
What is a service delivered between two business units in the same organization known as?
A.
Strategic service
B.
Delivered service
C.
Internal service
D.
External service
Internal service
What should a service always deliver to customers?
A.
Applications
B.
Infrastructure
C.
Value
D.
Resources
Value
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