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Q131. Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Answer: A
Q132. Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
Answer: D
Q133. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A. Do
B. Perform
C. Implement
D. Measure
Answer: A
Q134. Which of the following are valid parts of the service portfolio?
1.
Service pipeline
2.
Service knowledge management system (SKMS)
3.
Service catalogue
A. 1 and 2 only
B. 3 only
C. 1 and 3 only
D. All of the above
Answer: C
Q135. Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Answer: C
Q136. Which one of the following is NOT a characteristic of a process?
A. It is measureable
B. It delivers specific results
C. It responds to specific events
D. It structure an organization
Answer: D
Q137. What is a service delivered between two business units in the same organization known as?
A. Strategic service
B. Delivered service
C. Internal service
D. External service
Answer: C
Q138. Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. Only changes that introduce new services
B. It is mandatory that all changes are subject to design coordination activity
C. Only changes to business critical systems
D. Any change that the organization believes could benefit
Answer: D
Q139. Which of the following identifies the purpose of service transition planning and support?
A. Provide overall planning for service transitions and co-ordinate the resources they require
B. Ensure that all service transitions are properly authorized
C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
D. To define testing scripts to ensure service transitions are unlikely to ever fail
Answer: A
Q140. Which process would be used to compare the value that newer services have offered over those they have replaced?
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
Answer: C