Topic 5: Major Processes
Which one of the following can help determine the level of impact of a problem?
A.
Definitive media library (DML)
B.
Configuration management system (CMS)
C.
Statement of requirements (SOR)
D.
Standard operating procedures (SOP)
Configuration management system (CMS)
What is the BEST description of an operational level agreement (OLA)?
A.
An agreement between the service provider and another part of the same organization
B.
An agreement between the service provider and an external organization
ices to operational staff
C.
A document that describes to a customer how services will be operated on a day-to-day
basis
D.
A document that describes business serv
An agreement between the service provider and another part of the same organization
What should a service always deliver to customers?
A.
Applications
B.
Infrastructure
C.
Value
D.
Resources
Value
Which one of the following activities are carried out during the "Where do we want to be?"
step of the continual service improvement (CSI) approach?
A.
Implementing service and process improvements
B.
Reviewing measurements and metrics
C.
Creating a baseline
D.
Defining measurable targets
Defining measurable targets
Which of the following would be used to communicate a high level description of a major
change that involved significant cost and risk to the organization?
A.
Change proposal
B.
Change policy
C.
Service request
D.
Risk register
Change proposal
Which process is responsible for ensuring that appropriate testing takes place?
A.
Knowledge management
B.
Release and deployment management
C.
Service asset and configuration management
D.
Service level management
Release and deployment management
Which one of the following provides the CORRECT list of processes within the service
operation stage of the service lifecycle?
A.
Event management, incident management, problem management, request fulfillment,
and access management
B.
Event management, incident management, change management, and access
management
C.
Incident management, problem management, service desk, request fulfillment, and
event management
D.
Incident management, service desk, request fulfillment, access management, and event
management
Event management, incident management, problem management, request fulfillment,
and access management
Which process would ensure that utility and warranty requirements are properly addressed
in service designs?
A.
Availability management
B.
Capacity management
C.
Design coordination
D.
Release management
Design coordination
Availability management is directly responsible for the availability of which of the following?
A.
IT services and components
B.
IT services and business processes
C.
Components and business processes
D.
IT services, components and business processes
IT services and components
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
All of the above
Which one of the following are the two primary elements that create value for customers?
A.
Value on investment (VOI) and return on investment (ROI)
B.
Customer and user satisfaction
C.
Service requirements and warranty
D.
Resources and capabilities
Resources and capabilities
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
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