Topic 2: Volume B
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A.
Do
B.
Perform
C.
Implement
D.
Measure
Do
What is a RACI model used for?
A.
Performance analysis
B.
Recording configuration items
C.
Recording configuration items
D.
Defining roles and responsibilities
Defining roles and responsibilities
Which of the following is NOT a recognized example of a service provider type within the
ITIL framework?
A.
Internal
B.
External
C.
Service desk
D.
Shared services unit
Service desk
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 to deliver 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
Which of the following is an enabler of best practice?
A.
Standards
B.
Technology
C.
Academic research
D.
Internal experience
Technology
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)
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 is the purpose of service level management?
A.
To carry out the service operations activities needed to support current IT services
B.
To ensure that sufficient capacity is provided to deliver the agreed performance of
services
C.
To create and populate a service catalogue
D.
To ensure that an agreed level of IT service is provided for all current IT services
To ensure that an agreed level of IT service is provided for all current IT services
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
What type of services are NOT directly used by the business but are required by the
service provider to deliver customer facing services?
A.
Business services
B.
Component services
C.
Supporting services
D.
Customer services
Supporting services
| Page 11 out of 51 Pages |
| Previous |
Copyright © - All Rights Reserved