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Q21. Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
Answer: C
Q22. Which is the correct definition of a customer facing service?
A. One which directly supports the business processes of customers
B. A service that cannot be allowed to fail
C. One which is not covered by a service level agreement
D. A service not directly used by the business
Answer: A
Q23. 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. 1 and 2 only
D. 2 and 3 only
Answer: A
Q24. Which of the following is NOT a valid objective of problem management?
A. To prevent problems and their resultant Incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents
Answer: C
Q25. Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?
Answer: B
Q26. Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A. Service level management
B. Service portfolio management
C. Request fulfilment
D. Demand management
Answer: C
Q27. Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration management
A. 1, 2 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
Answer: A
Q28. What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Answer: A
Q29. Which of the following is service transition planning and support NOT responsible for?
A. Prioritizing conflicts for service transition resources
B. Coordinating the efforts required to manage multiple simultaneous transitions
C. Maintaining policies, standards and models for service transition activities and
processes
D. Detailed planning of the build and test of individual changes
Answer: D
Q30. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only
Answer: B