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NEW QUESTION 1
In which of the following should details of a workaround be documented?
- A. The service level agreement (SLA)
- B. The problem record
- C. The availability management information system
- D. The IT service plan
Answer: B
NEW QUESTION 2
Effective release and deployment management enables the service provider to add value to the business by?
- A. Ensuring that all assets are accounted for
- B. Ensures that the fastest servers are purchased
- C. Delivering change, faster and at optimum cost and minimized risk
- D. Verifying the accuracy of all items in the configuration management database
Answer: C
NEW QUESTION 3
Which of the following would be defined as part of every process?
1) Roles
2) Activities
3) Functions
4) Responsibilities
- A. 1 and 3 only
- B. All of the above
- C. 2 and 4 only
- D. 1, 2 and 4 only
Answer: D
NEW QUESTION 4
Which of the following areas would not be supported by a Service Design tool?
- A. Software design
- B. Process design
- C. Environment design
- D. Strategy design
Answer: B
NEW QUESTION 5
Which process lists "Understanding patterns of business activity" as a major role?
- A. Demand Management
- B. Supplier Management
- C. Service Desk
- D. Request Fulfillment
Answer: A
NEW QUESTION 6
Why is it important for service providers to understand patterns of business activity (PBA)?
- A. PBA are based on organizational roles and responsibilities
- B. IT service providers CANNOT schedule changes until they understand PBA
- C. Demand for the services delivered by service providers are directly influenced by PBA
- D. Understanding PBA is the only way to enable accurate service level reporting
Answer: C
NEW QUESTION 7
Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1: Details of failed changes
2: Updates to the change schedule
3: Reviews of completed changes
- A. All of the above
- B. 1 and 2only
- C. 2 and 3 only
- D. 1 and 3 only
Answer: A
NEW QUESTION 8
Which of the following is NOT an aim of the Change Management process?
- A. Overall business risk is optimized
- B. Standardized methods and procedures are used for efficient and prompt handling of all Changes
- C. All budgets and expenditures are accounted for
- D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system
Answer: C
NEW QUESTION 9
Which of the following statements about processes is INCORRECT?
- A. The output from a process has to conform to operational norms derived from business objectives
- B. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
- C. The objective of any IT process should be expressed in terms of business benefits and goals
- D. A process may define policies, standards and guidelines
Answer: B
NEW QUESTION 10
Which of the following is NOT an objective of the Operations Management function?
- A. Swift application of skills to diagnose any IT Operations failures that occur
- B. Regular scrutiny and improvements to achieve improved service at reduced costs
- C. First line Incident investigation and diagnosis logged by users
- D. Maintenance of status quo to achieve stability of day to day processes and activities
Answer: C
NEW QUESTION 11
When tan a known error record tie raised?
1) At any time when it would be useful to do so
2) After a workaround has been found
- A. 2onty
- B. 1 only
- C. Neither of the above
- D. Both of the above
Answer: C
NEW QUESTION 12
From the perspective of the service provider, who is the person or group that agrees their service targets?
- A. The user
- B. The customer
- C. The supplier
- D. The administrator
Answer: B
NEW QUESTION 13
Access Management is closely related to which other processes?
- A. Availability Management only
- B. Information Security Management and 3rd line support
- C. Information Security Management and Availability Management
- D. Information Security Management only
Answer: C
NEW QUESTION 14
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
- A. The IT director
- B. The process owner
- C. The service owner
- D. The customer
Answer: B
NEW QUESTION 15
The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
- A. 1 and 2 only
- B. 1 only
- C. All of the above
- D. 1 and 3 only
Answer: C
NEW QUESTION 16
What is IT Governance concerned with?
- A. Measuring and improving the efficiency and effectiveness of IT processes
- B. Ensuring that IT processes support the organization's strategies and objectives
- C. Reducing the total cost of providing services to the business
- D. Ensuring that targets documented in Service Level Agreements (SLAs) are met
Answer: B
NEW QUESTION 17
Which of the following is the goal or 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
Answer: D
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