Which one of the following is NOT a characteristic of a process?

A.

It ismeasurable 

B.

It delivers specific results

C.

It responds to specific events 

D.

It structures an organization

What would you call the groups of people who have an interest in the activities, targets, resources and
deliverables from service management?

A.

Employers

B.

Stakeholders

C.

Regulators

D.

Accreditors

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

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

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

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

Which of the following is NOT a source of best practice?

A.

Standards

B.

Technology

C.

Academic research

D.

Internal experience

Which of the following is an enabler of best practice?

A.

Standards

B.

Technology

C.

Academic research

D.

Internal experience

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

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