58 Online Practice Questions and Answers

Which function or process would provide staff to monitor events in an operations bridge?

A. Technical management

B. IT operations management

C. Request fulfillment

D. Applications management

Which one of the following is an objective of service transition?

A. To negotiate service levels for new services

B. To ensure that service changes create the expected business value

C. To minimize the impact of service outages on day-to-day business activities

D. To plan and manage entries in the service catalogue

Which of the following statements about processes is INCORRECT?

A. They are units of organizations

B. They are measurable

C. They deliver specific results

D. They respond to specific events

What is the BEST description of an external customer?

A. Someone who works in the same organization but in a different business unit to the service provider

B. Anyone who gets charged for the delivered services

C. Customers who are not part of the same organization as the service provider

D. Customers for whom the cost of the service is the primary driver

What is the BEST definition of a definitive media library?

A. It is a secure library in which the latest versions of authorized software items are stored and protected.

B. It is a structured document with definitive information regarding all live IT services, including those available for deployment.

C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected.

D. It is a set of tools and databases that is used to manage knowledge, information and data.

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

Which of the following are benefits to the business of implementing Service Transition?

(1)

Ability to adapt quickly to new requirements

(2)

Reduced cost to design new services

(3)

Improved success in implementing changes

A.

1 and 2 only

B.

2 and 3 only

C.

1 and 3 only

D.

None of the above

Where are the details of core and enhancing service provided?

A. The definitive media library.

B. The configuration management system.

C. The service portfolio.

D. The service catalogue.

Which is a responsibility of a customer within the service level management process?

A. Negotiate third party contracts

B. Measure service availability

C. Supply good or services

D. Agree Service level targets

Which service catalogue view is considered beneficial when constructing relationship between services, SLAs, OLAs, and other underpinning agreements?

A. Service-based SLA view

B. Wholesale customer view

C. Retail customer view

D. Supporting services view