QUESTION NO: 1
Which one of the following is NOT part of the service design stage of the service lifecycle?
Which one of the following is NOT part of the service design stage of the service lifecycle?
Correct Answer: B
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QUESTION NO: 2
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
Correct Answer: D
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QUESTION NO: 3
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
Correct Answer: C
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QUESTION NO: 4
What is the CORRECT definition of service management?
What is the CORRECT definition of service management?
Correct Answer: A
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QUESTION NO: 5
Which one of the following can help determine the level of impact of a problem?
Which one of the following can help determine the level of impact of a problem?
Correct Answer: A
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QUESTION NO: 6
Which processes are responsible for the regular review of underpinning contracts?
Which processes are responsible for the regular review of underpinning contracts?
Correct Answer: C
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QUESTION NO: 7
The consideration of value creation is a principle of which stage of the service lifecycle?
The consideration of value creation is a principle of which stage of the service lifecycle?
Correct Answer: C
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QUESTION NO: 9
Which of the following are benefits to the business of implementing service transition?
1 . Better reuse and sharing of assets across projects and resources
2 . Reduced cost to design new services
3 . Result in higher volume of successful changes
Which of the following are benefits to the business of implementing service transition?
1 . Better reuse and sharing of assets across projects and resources
2 . Reduced cost to design new services
3 . Result in higher volume of successful changes
Correct Answer: A
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QUESTION NO: 11
What are customers of IT services who work in the same organization as the service provider known as?
What are customers of IT services who work in the same organization as the service provider known as?
Correct Answer: D
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QUESTION NO: 12
Within service design, what is the key output handed over to service transition?
Within service design, what is the key output handed over to service transition?
Correct Answer: A
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QUESTION NO: 13
Which of the following is the correct definition of an outcome?
Which of the following is the correct definition of an outcome?
Correct Answer: D
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QUESTION NO: 14
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Correct Answer: C
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