Which statement BEST describes the stakeholders in service management?
A. A stakeholder can only be the customer of a service
B. A stakeholder is any individual or group that has invested their money and time in the services
C. A stakeholder can only be the provider of a service
D. A stakeholder is any individual or group who has an interest in the management of the services
Which statement about Business Cases is TRUE?
A. Business cases should focus on both the financial and non-financial impacts of the proposed project or service
B. Business cases should only focus on the financial impacts of the proposed project to secure support and funding
C. Business cases should only focus on the non-financial business impacts of the proposed project to secure proper highlevel management support
D. Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets
Which process analyzes services that are no longer viable and determines when they should be retired?
A. Change management
B. Service portfolio management
C. Service level management
D. Business relationship management
What processes represent the scope of financial management for IT services?
A. Budgeting, costing and charging
B. Budgeting, accounting and charging
C. Cost models and invoicing
D. Charging, accounting and billing
Which is the correct combination of items that makes up an IT service?
A. Customers, providers and documents
B. Information technology, people and processes
C. Information technology, networks and people
D. People, processes and customers
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
A. Service operation
B. Service transition
C. Continual service improvement
D. Service strategy
Which term describes if a service is fit for use?
A. Serviceability
B. Utility
C. Warranty
D. Availability
Access management is responsible for executing the policies that are defined in which process?
A. Service portfolio management
B. Information security management
C. Change management
D. Problem management
Which capacity management sub-process focuses on the management, control and prediction of the endto-end performance?
A. Business capacity management
B. Supplier capacity management
C. Service capacity management
D. Component capacity management
Which statement about stakeholders is TRUE?
A. Customers, users and suppliers are examples of stakeholders, who may be external to the service provider organization
B. External customers are those who work for the same organization as the IT service provider
C. Internal customers are always charged for the IT services they receive from the IT service provider organization
D. Internal customers purchase services from third-party suppliers by means of a legally binding contract or agreement
