Topic 1: Service Management as a practice
What is the act of transforming resources and capabilities into valuable service better
known as?
A.
Service management
B.
Incident management
C.
Resource management
D.
Service support
Service management
Which stage of the service lifecycle is MOST concerned with defining policies and
objectives?
A.
Service design
B.
Service transition
C.
Continual service improvement
D.
Service operation
Service design
Which one of the following is the CORRECT set of steps for the continual service
improvement approach?
A.
Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually improve
B.
Where do we want to be?; How do we get there?; How do we check we arrived?; How
do we keep the momentum going?
C.
Identify the required business outcomes; Plan how to achieve the outcomes; Implement
the plan; Check the plan has been properly implemented; Improve the solution
D.
What is the vision?; Where are we now?; Where do we want to be?; How do we get
there?; Did we get there?; How do we keep the momentum going?
What is the vision?; Where are we now?; Where do we want to be?; How do we get
there?; Did we get there?; How do we keep the momentum going?
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
A.
All of the above
B.
1, 2 and 3 only
C.
2 and 4 only
D.
3 and 4 only
1, 2 and 3 only
Which of the following is NOT a source of best practice?
A.
Standards
B.
Technology
C.
Academic research
D.
Internal experience
Technology
What are underpinning contracts used to document?
A.
The provision of IT services or business services by a service provider
B.
The provision of goods and services by third party suppliers
C.
Service levels that have been agreed between the internal service provider and their
customer
D.
Metrics and critical success factors (CSFs) for internal support teams
The provision of goods and services by third party suppliers
Which of the following are basic concepts used in access management?
A.
Personnel, electronic, network, emergency, identity
B.
Rights, access, identity, directory services, service/service components
C.
Physical, personnel, network, emergency, service
D.
Normal, temporary, emergency, personal, group
Rights, access, identity, directory services, service/service components
Which of the following BEST describes a problem?
A.
An issue reported by a user
B.
The cause of two or more incidents
C.
A serious incident which has a critical impact to the business
D.
The cause of one or more incidents
The cause of one or more incidents
Which of the following would NOT be contained in a release policy?
A.
Naming and numbering conventions
B.
Entry and exit criteria of the release into testing
C.
Roles and responsibilities for the release
D.
The risk register for the release
The risk register for the release
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
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