Question 1

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Accepted Answer

Correct answer: A

Question 2

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

Accepted Answer

Correct answer: A

Question 3

Which of the following service desk organizational structures are described in service operation?
1: Local service desk
2: Virtual service desk
3: IT help desk
4: Follow the sun

Accepted Answer

Correct answer: A

Question 4

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

Accepted Answer

Correct answer: B

Question 5

The consideration of value creation is a principle of which stage of the service lifecycle?

Accepted Answer

Correct answer: B

Question 6

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the
live environment?

Accepted Answer

Correct answer: B

Question 7

Which statement should NOT be part of the value proposition for Service Design?

Accepted Answer

Correct answer: D

Question 8

Which of the following would commonly be found in a contract underpinning an IT service?
* 1. Financial arrangements related to the contract
* 2. Description of the goods or service provided
* 3. Responsibilities and dependencies for both parties

Accepted Answer

Correct answer: D

Question 9

Which of the following options is a hierarchy that is used in knowledge management?

Accepted Answer

Correct answer: B

Question 10

Which process is responsible for the availability, confidentiality and integrity of data?

Accepted Answer

Correct answer: D