Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
Which process has the objective to identify changes to the customer environment that could
potentially impact the type, level or utilization of services provided?
The consideration of value creation is a principle of which stage of the service lifecycle?
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
From the perspective of the service provider, who is the person or group that agrees their service targets?
What is the result of carrying out an activity, following a process or delivering an IT service known as?
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
Which of the following statements MOST correctly identifies the scope of design coordination activities?
Which one of the following is the BEST description of a relationship in service asset and configuration management?
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Which of the following options is a hierarchy that is used in knowledge management?
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
What is the name of the group that should review changes that must be implemented faster than the normal change process?
Which one of the following is NOT a valid purpose or objective of problem management?
Which one of the following is the BEST definition of the term ‘service management’?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
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TESTED 06 May 2024
