“Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”. These specialized organizational capabilities include which of the following?
A. Functions and Processes
B. Markets and Customers
C. Applications and Infrastructure
D. People, products and technology
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
A. Excessive focus on quality
B. Excessively reactive
C. Excessively proactive
D. Excessive focus on cost
Contracts relating to an outsourced Data Centre would be managed by?
A. Service Desk
B. IT Operations Control
C. Technical Management
D. Facilities Management
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization.
B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
C. Produce and maintain all necessary Service Transition packages
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Which of the following is concerned with fairness and transparency?
A. Capacity management
B. Governance
C. Service design
D. Service level management
In Service Operation, if too much emphasis is placed on ‘Stability’, what might the likely outcome be in terms of responsiveness to customer needs?
A. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
C. There is only likely to be a positive outcome from improved stability – the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales
Which of these is NOT a responsibility of Application Management?
A. Ensuring that the correct skills are available to manage the infrastructure
B. Providing guidance to IT Operations about how best to manage the application
C. Deciding whether to buy or build an application
D. Assisting in the design of the application
Which is the first step in the 7 Step Improvement Process?
A. Where are we now?
B. Identify gaps in Service Level Agreement (SLA) achievement
C. Prepare for action
D. Define what you should measure
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
A. Extreme focus on cost
B. Extreme focus on responsiveness
C. Vendor focused
D. Extreme internal focus
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A. The Service Desk Manager
B. The Service Manager
C. The Request Fulfillment Process Manager
D. The Request Fulfillment Process Owner
