CMS7 Online Practice Questions and Answers

Which Service Design process makes the most use of data supplied by Demand Management?

A. IT Service Continuity Management

B. Service Level Management

C. Service Catalogue Management

D. Capacity Management

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

A. An SLA is legally binding, an OLA is a best efforts agreement

B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets

D. An SLA is with an external customer, an OLA is with an internal customer

Which of these is the correct set of steps for the Continual Service Improvement Model?

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?

Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

A. Remediation Planning

B. Categorization

C. Prioritization

D. Review and Close

The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?

A. Negotiating and agreeing Service Level Agreement

B. Negotiating and agreeing Operational Level Agreements

C. Ensuring that the information within the Service Catalogue is adequately protected and backed- up.

D. Only ensure that adequate technical resources are available.

Which of the following should be considered when designing measurement systems, methods and metrics?:

1.

The services

2.

The architectures

3.

The configuration items

4.

The processes

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. All of the above

Which model delivers a view of the services, assets and infrastructure?

A. Incident Model

B. Problem Model

C. Configuration Model

D. Change Model

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

Which of the following activities is be performed by access management?

A. Providing physical security for staff data centers and other buildings

B. Managing access to computer rooms and other secure locations

C. Managing access to the service desk

D. Managing the rights to use a service or group of services

Which of the following activities is NOT a part of the Derning Cycle?

A. Act

B. Plan

C. Do

D. Co-ordinate