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NEW QUESTION # 141
Remediation planning is a key part of which process?
- A. Availability management
- B. Financial management for IT services
- C. Change management
- D. Capacity management
Answer: C
NEW QUESTION # 142
Which is an example of an internal customer?
- A. The HR department whose payroll service is provided by their organization's IT department
- B. A customer who has a contract with an internet service provider for a broadband connection
- C. A retail bank that outsources its infrastructure to athird-party supplier
- D. An IT department that uses a network service obtained from a supplier
Answer: A
NEW QUESTION # 143
Which tool helps with defining accountability and responsibility within processes?
- A. A project charter
- B. A RACI model
- C. A communications plan
- D. A CSI register
Answer: B
NEW QUESTION # 144
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
- A. All of the above
- B. 1 and 3 only
- C. 2 and 3 only
- D. 1 and 2 only
Answer: A
NEW QUESTION # 145
Which describes an interface of incident management with service level management?
- A. Incident workarounds
- B. Incident response times
- C. The status of faulty Cis
- D. Creating a problem record
Answer: B
NEW QUESTION # 146
Can service operation improve efficiency in the business operation by automating common routines?
- A. No, automating common routines improves effectiveness but not efficiency
- B. Yes, through automating common routines and introducing the service knowledge management System (SKMS)
- C. No, automating common routines only results in preventing common problems
- D. Yes, through automating common routines, more productive work can be carried out
Answer: B
NEW QUESTION # 147
Which of the following is the best definition of IT service management?
- A. The implementation and management of quality IT services that meet business needs
- B. Technical implementation of supporting IT infrastructure components
- C. An internal service provider that is embedded within a business unit
- D. A complete set of all the documentation required to deliver world class services to customers
Answer: A
NEW QUESTION # 148
Which is an objective of the design coordination process?
- A. TO handover new service level requirements to the service level management process
- B. TO document the initial structure and relationship between services and customers
- C. To ensure that all changes are assessed for their impact on service designs
- D. To ensure service design packages are handed over to service transition
Answer: D
NEW QUESTION # 149
Which one of the following activities does application management perform?
- A. Ensuring that the required functionality is available to achieve the required business outcome
- B. Agreeing the service levels for the service supported by the application
- C. Deciding who the vendor of storage devices will be
- D. Defining where the vendor of an application should be located
Answer: A
NEW QUESTION # 150
Which of the following is the BEST description of a centralized service desk?
- A. The desk is co-located within or physically close to the user community it serves
- B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
- C. There is a single desk in one location serving the whole organization
- D. The desk provides 24 hour global support
Answer: C
NEW QUESTION # 151
Availability management is directly responsible for the availability of which of the following?
- A. IT services and business processes
- B. IT services, components and business processes
- C. IT services and components
- D. Components and business processes
Answer: C
NEW QUESTION # 152
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
- A. Demand management
- B. Service level management
- C. Financial management
- D. Risk management
Answer: C
NEW QUESTION # 153
What are customers of IT services who work in the same organization as the service provider known as?
- A. External customers
- B. Strategic customers
- C. Valued customers
- D. Internal customers
Answer: D
NEW QUESTION # 154
Which of the following BEST describes a problem?
- A. A serious incident which has a critical impact to the business
- B. The cause of one or more incidents
- C. An issue reported by a user
- D. The cause of two or more incidents
Answer: B
NEW QUESTION # 155
Which is an objective of access management?
- A. To defect changes of state that have significance for management of an IT service.
- B. To assist with general information, complains or comments.
- C. To minimize the impact of incidents that cannot be prevented.
- D. To efficiently respond to requests for granting access to services.
Answer: D
NEW QUESTION # 156
Which of the following are CORRECT
1) Service Solutions for new or changed services
2) Management policies and guidelines
3) Business requirements technology and management architectures
4) Process requirements technology and management architectures
- A. 1 and 4
- B. 1 and 2
- C. 2 and 3
- D. 3 and 4
Answer: A
NEW QUESTION # 157
What is the BEST description of an operational level agreement (OLA)?
- A. A document that describes to a customer how services will be operated on a day-to-day basis
- B. An agreement between the service provider and another part of the same organization
- C. A document that describes business services to operational staff
- D. An agreement between the service provider and an external organization
Answer: B
NEW QUESTION # 158
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
- A. 1 only
- B. Neither of the above
- C. Both of the above
- D. 2 only
Answer: C
NEW QUESTION # 159
Which one of the following is the purpose of service level management?
- A. To ensure that sufficient capacity is provided to deliver the agreed performance of services
- B. To carry out the service operations activities needed to support current IT 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
NEW QUESTION # 160
Which is the correct definition of a customer facing service?
- A. A service not directly used by the business
- B. A service that cannot be allowed to fail
- C. One which directly supports the business processes of customers
- D. One which is not covered by a service level agreement
Answer: C
NEW QUESTION # 161
What is a change of state that has significance for the management of a configuration item (CI) called?
- A. A baseline
- B. A change to a service level agreement
- C. An event
- D. A request for change (RFC.
Answer: C
NEW QUESTION # 162
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