What is the definition of an Alert?
A. An error message to the user of an application
B. A warning that a threshold has been reached or that something has changed
C. A type of Incident
D. An audit report that indicates areas where IT is not performing according to agreed procedures
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
A. Business Objectives, IT Objectives, Process Metrics
B. Process Models, Goals and Objectives
C. Vision and Strategy, Tactical Goals and Operational Goals
D. Business and IT Strategy and Process Definitions
To add value to the business, what are the four reasons to monitor and measure?
A. Validate; Direct; Justify; Improve
B. Evaluate; Diagnose; Justify; Intervene
C. Validate; Direct; Justify; Intervene
D. Evaluate; Direct; Justify; Improve
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Access management
B. Request Fulfillment
C. Release and Deployment Management
D. Incident Management
The BEST description of the guidance provided by Service Design is?
A. The design and development of new services
B. The design and development of service improvements
C. The design and development of services and service management processes
D. The day-to-day operation and support of services
Which of the following could BEST be described as “A decision support and planning tool that projects the likely consequences of a business action”?
A. A Problem model
B. A Service Improvement Plan (SIP)
C. A Request for Change (RFC)
D. A Business Case
Which of the following is the BEST description of a Business Case?
A. A decision support and planning tool that projects the likely consequences of a business action
B. A portable device designed for the secure storage and transportation of important documents
C. A complaint by the business about a missed service level.
D. The terms and conditions in an IT outsource contract.
Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?
A. Plan
B. Do
C. Check
D. Act
Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
Which of the following are objectives of Supplier Management?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above
