Which is an outcome of service design?
A. User training and awareness for the service is maximized
B. Services and operational quality are enhanced
C. Standard Services are provided quickly and efficiently across the business
D. Expectations setting of all stakeholders for the services improved
The configuration management system is part of which system?
A. The availability management information system
B. The capacity management information system
C. The information security management system
D. The service knowledge management system
What is the BEST description of the CSI register?
A. It is a record of all authorized changes and their planned implementation dates
B. It is a record of proposed improvement opportunities and the benefits that will be achieved
C. It is a record of new services to be approved by a customer, including proposed implementation dates
D. It is a record of completed improvements and the relevant customer satisfaction metric
Which statement is CORRECT?
A. A function is a set of responsibilities allocated to a service manager
B. A process is a team or group of people and the tools they use to perform one or more activities
C. A function is a set of specialized organizational capabilities
D. A process is a structured set of activities designed to accomplish a specific objective
Which describes an interface of incident management with service level management?
A. Incident workarounds
B. Creating a problem record
C. Incident response times
D. The status of faulty Cis
What is used to control a process?
A. Inputs
B. Functions
C. Objectives
D. Stakeholders
Which processes ensure the targets in the underpinning contracts are appropriate?
A. Design coordination and service level management
B. Supplier management and service level management
C. Service level management and availability management
D. Configuration management and service portfolio management
How is a service delivered between departments of same organization classified?
A. Internal Service
B. External Service
C. Mission Critical service
D. Organizational service.
Which process monitors and improves the performance of the service transition stage of the service lifecycle?
A. Transition planning and support
B. Design co-ordination
C. Change management
D. Service transition management
Which groups of people would work according to an operational level agreement?
A. Business units
B. All stakeholders
C. External IT teams
D. Internal IT teams
