A) Service Strategy

23. Which of the following BEST describes the purpose of Event Management?

A) The ability to detect events, make sense of them and determine the appropriate control action

24. Consider the following statements:

1. CSI provides guidance on how to improve process efficiency and effectiveness

2. CSI provides guidance on how to improve services

3. CSI provides guidance on the improvement of all phases of the service lifecycle

4. CSI provides guidance on the measurement of processes and services

Which of the above statements is CORRECT?

D) All of the above

25. Which of the following statements are CORRECT about Functions?

1. They provide structure and stability to organizations

2. They are self-contained units with their own capabilities and resources

3. They rely on processes for cross-functional coordination and control

4. They are costlier to implement compared to processes

A) 1, 2 and 3 only

26. If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?

C) They are likely to gradually reduce

27. Which of the following statements about Supplier Management is INCORRECT?

A) Supplier Management negotiates internal and external agreements to support the delivery of services

28. Which of the following BEST describes a Local Service Desk structure?

C) A Service Desk that is situated in the same location as the users it serves

29. What is the role of the Emergency Change Advisory Board (ECAB)?

C) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved

30. Which of the following is a good use of a baseline?

B) A marker or starting point for later comparison

31. The main objective of Availability Management is?

D) To ensure that service availability matches or exceeds the agreed needs of the business

32. Operations Control refers to?

B) Overseeing the execution and monitoring of IT operational events and activities

33. Which off the following is a characteristic of every process?

1. It is measurable

2. It is timely

3. It delivers a specific result

4. It responds to a specific event

5. It delivers its primary result to a customer or stakeholder

C) 1, 3, 4 and 5 only

34. Which of the following is NOT an example of a Service Request?

B) A user calls the Service Desk because they would like to change the functionality of an application

35. A Service Level Package is best described as?

A) A definite level of utility and warranty associated with a core service package

36. Incident Management has a value to the business by?

D) Contributing to the reduction of impact

37. A Service owner is responsible for which of the following?

A) Recommending improvements

38. The four stages of the Deming Cycle are?

D) Plan, Do, Check, Act

39. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

A) Define what you should measure, define what you can measure, gather data and process data

40. Which of the following statements is CORRECT for all processes?

Date: 2015-12-11; view: 955