What is the BEST description of an external customer?
A. Someone who works in the same organization but in a different business unit to the service provider
B. Anyone who gets charged for the delivered services
C. Customers who are not part of the same organization as the service provider
D. Customers for whom the cost of the service is the primary driver
Which of the following is NOT an objective of the operations management function?
A. Swift application of skills to diagnose any IT operations failures that occur
B. Delivering operational improvements to achieve reduced costs
C. Management of the definitive media library (DML)
D. Maintenance of status quo to achieve stability of day to day processes and activities
Which of the following BEST describes an operational level agreement (OLA)?
A. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.
B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
C. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
D. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.
What does the continual service improvement (CSI) approach enable a business to achieve?
A. It keeps the communication going within the business
B. It helps the business in making decisions on improvement initiatives
C. It helps the stakeholders understand their customers
D. It dictates the way the business interacts with external suppliers
What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”?
A. Service strategy
B. Service transition planning and support
C. Service level management
D. Change management
Which of the following statements about processes is INCORRECT?
A.They are units of organizations
B.They are measurable
C.They deliver specific results
D.They respond to specific events
Which of the following is NOT a benefit of using public frameworks and standards?
A.Knowledge of public frameworks is more likely to be widely distributed
B.They are always free ensuring they can be implemented quickly
C.They are validated across a wide range of environments making them more robust
D.They make collaboration between organizations easier by giving a common language
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
A. Service strategy
B. Service transition
C. Service operation
D. Continual service improvement
Which of the following statements correctly states the relationship between urgency, priority and impact?
A. Impact, priority and urgency are independent of each other
B. Urgency should be based on impact and priority
C. Impact should be based on urgency and priority
D. Priority should be based on impact and urgency
