Which of the following is one of the primary objectives of Service Strategy?
A. To design and build processes that will meet business needs
B. To provide detailed specifications for the design of IT services
C. To transform Service Management into a strategic asset
D. To underscore the importance of services in the global economy
The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is that:
A. An SLA is legally binding, an OLA is a best efforts agreement
B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets
D. An SLA is with an external customer, an OLA is with an internal customer
Which Function would provide staff to monitor events in an Operations Bridge?
A. Applications Management
B. Service Desk
C. Technical Management
D. IT Operations Management
Which of the following would be carried out as part of a post-project benefits review?
A. An assessment of whether the project fulfilled its original objectives
B. A review of the performance of the project’s products in operational use and identification of whether there have been any side-effects
C. An assessment of the project’s risk management procedure
D. A review of the performance of the project management method and the project management team
Which of the following areas would not be supported by a Service Design tool?
A. Software design
B. Process design
C. Environment design
D. Strategy design
Which of the following is a responsibility of Supplier Management?
A. Development, negotiation and agreement of contracts.
B. Development, negotiation and agreement of Organizational Level Agreements
C. Development, negotiation and agreement of Service Level Agreements.
D. Development, negotiation and agreement of Service Portfolio
Which Function would provide staff to monitor events in a Network Operations Centre?
A. IT Operations Management
B. Applications Management
C. Service Desk
D. Technical Management
Which is a recommended response type to respond to either a threat or an opportunity?
A. Fallback
B. Reject
C. Share
D. Reduce
Removing or restricting rights to use an IT Service is the responsibility of which process?
A. Access Management
B. Incident Management
C. Request Fulfillment
D. Change Management
How is the Service Catalogue used to add value to the service provider organization?
A. Providing a central source of information on the IT services delivered
B. Showing the business impact of a change
C. Displaying the relationships between configuration items
D. To predict the root cause of issues in the IT infrastructure
