Which one of the following is a correct definition of a supplier category?
A. Strategic-for suppliers of operational products or services
B. Tactical-for relationships involving significant commercial activity and business interaction
C. Operational-for suppliers providing low value and/or readily available products and services
D. Commodity-for significant partnering relationships that involve senior managers
Which areas are NOT measured by process KPIs?
1. Technology
2. Performance
3. Value
4. Compliance
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 1, 3 and 4 only
D. 2, 3 and 4 only
Which statement about services is CORRECT?
A. External services are provided to business units in the same organization
B. Internal services are provided by suppliers to the internal IT department
C. External services are delivered to external customers
D. Internal services are delivered to external customers
Which statements about best practice is MOST correct?
A. Customers are a source of best practice and will advise service providers how it should be implemented
B. Internal experience is the only source of best practice because it is developed within the service provider
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider
What is the BEST definition of an internal service?
A. It is a supporting service delivered between functions of the IT service provider
B. It is any customer-facing service delivered by an outsourced provider
C. It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
D. It is a service delivered between departments or business units in the same organization
Can service operation improve efficiency in the business operation by automating common routines?
A. No, automating common routines improves effectiveness but not efficiency
B. Yes, through automating common routines and introducing the service knowledge management System (SKMS)
C. Yes, through automating common routines, more productive work can be carried out
D. No, automating common routines only results in preventing common problems
Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?
A. External Customers
B. Suppliers
C. Operations
D. External Consultants
How are groups, teams, departments and divisions classified?
A. Processes
B. Functions
C. Roles
D. Technicians
What is the CORRECT definition of service management?
A. A set of specialized assets for transitioning services into the live operational environment
B. A set of specialized organizational capabilities for delivering value to customers in the form of services
C. A group of events that meet the demand from customers for services that they receive
D. A group of people that manages services to fulfill the needs of users and customers
Which is responsible for the production of the service design package (SDP)?
A. Service portfolio management
B. Service catalogue management
C. Design coordination
D. Service design
