Topic 4: Key Principles and Models
Which stage of the continual service improvement (CSI) approach is BEST described by
the phrase 'Understand and agree on the priorities for improvement based on a deeper
development of the principles defined in the vision'?
A.
Where are we now?
B.
Where do we want to be?
C.
How do we get there?
D.
Did we get there?
Where do we want to be?
The BEST description of an incident is:
A.
An unplanned disruption of service unless there is a backup to that service
B.
An unplanned interruption to service or a reduction in the quality of service
C.
Any disruption to service whether planned or unplanned
D.
Any disruption to service that is reported to the service desk, regardless of whether the
service is impacted or not
An unplanned interruption to service or a reduction in the quality of service
What is the name of the group that should review changes that must be implemented faster
than the normal change process?
A.
Technical management
B.
Emergency change advisory board
C.
Urgent change board
D.
Urgent change authority
Emergency change advisory board
From the perspective of the service provider, what is the person or group who defines or
and agrees their service targets known as?
A.
User
B.
Customer
C.
Supplier
D.
Administrator
Customer
Which one of the following would be the MOST useful in helping to define roles and
responsibilities in an organizational structure?
A.
RACI model
B.
Incident model
C.
Continual service improvement (CSI) approach
D.
The Deming Cycle
RACI model
Which function or process would provide staff to monitor events in an operations bridge?
A.
Technical management
B.
IT operations management
C.
Request fulfillment
D.
Applications management
IT operations management
Which process is responsible for managing relationships with vendors?
A.
Change management
B.
Service portfolio management
C.
Supplier management
D.
Continual service improvement
Supplier management
The effective management of risk requires specific types of action. Which of the following
pairs of actions would be BEST to manage risk?
A.
Training in risk management for all staff and identification of risks
B.
Identification of risk, analysis and management of the exposure to risk
C.
Control of exposure to risk and investment of capital
D.
Training of all staff and investment of capital
Identification of risk, analysis and management of the exposure to risk
Which role is responsible for carrying out the activities of a process?
A.
Process owner
B.
Change manager
C.
Service manager
D.
Process practitioner
Process practitioner
The design of IT services requires the effective and efficient use of "the four Ps". What are
these four Ps?
A.
People, process, partners, performance
B.
Performance, process, products, plans
C.
People, process, products, partners
D.
People, products, plans, partners
People, process, products, partners
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
Yes: for information purposes, a known error record can be created at any time it is
prudent to do so
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
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