QUESTION 281
Which is the correct combination of Service Management terms across the Lifecycle?
A. |
1A, 2B, 3C, 4D |
B. |
1C, 2D, 3A, 4B |
C. |
1C, 2B, 3A, 4D |
D. |
1B, 2C, 3D, 4A |
Correct Answer: C
QUESTION 282
Which of the following is the BEST definition of an Incident?
A. |
A warning that a threshold has been reached, something has changed, or a failure has occurred |
B. |
An unplanned interruption to an IT service or reduction in the quality of an IT service |
C. |
A change of state which has significance for the management of a Configuration Item or IT Service |
D. |
Loss of ability to operate to specification, or to deliver the required output |
Correct Answer: B
QUESTION 283
Which of these statements about Service Desk staff is CORRECT?
A. |
Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them |
B. |
Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained |
C. |
The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles |
D. |
The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries |
Correct Answer: C
QUESTION 284
Which is the first step in the 7 Step Improvement Process?
A. |
Where are we now? |
B. |
Identify gaps in Service Level Agreement (SLA) achievement |
C. |
Prepare for action |
D. |
Define what you should measure |
Correct Answer: D
QUESTION 285
What is the entry point or the first level of the V model?
A. |
Service Solution |
B. |
Customer / Business Needs |
C. |
Service Release |
D. |
Service Requirements |
Correct Answer: B
QUESTION 286
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A. |
The S |
B. |
The Service Manager |
C. |
The Request Fulfillment Process Manager |
D. |
The Request Fulfillment Process Owner |
Correct Answer: D
QUESTION 287
Which of the following statements about processes is INCORRECT?
A. |
The output from a process has to conform to operational norms derived from business objectives |
B. |
The objective of any IT process should be expressed in terms of business benefits and goals |
C. |
A process may define policies, standards and guidelines |
D. |
The definition of Process Control is “The activity of planning and regulating a process, with the objective of achieving Best Practice” |
Correct Answer: D
QUESTION 288
In Service Operation, if too much emphasis is placed on ‘Stability’, what might the likely outcome be in terms of responsiveness to customer needs?
A. |
Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery |
B. |
From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability |
C. |
There is only likely to be a positive outcome from improved stability – the customers must be made fully aware of this and their expectations regarding responsiveness must be managed |
D. |
It is possible that responsiveness may suffer and customers needs may not be met within business timescales |
Correct Answer: D
QUESTION 289
Which of the following models would be MOST useful in helping to define an organizational structure?
A. |
RACI model |
B. |
Service Model |
C. |
Continual Service improvement (CSI) model. |
D. |
The Deming Cycle |
Correct Answer: A
QUESTION 290
Which of the following statements about processes is INCORRECT?
A. |
The output from a process has to conform to operational norms derived from business objectives |
B. |
The definition of Process Control is “The activity of planning and regulating a process, with the objective of achieving Best Practice” |
C. |
The objective of any IT process should be expressed in terms of business benefits and goals |
D. |
A process may define policies, standards and guidelines |
Correct Answer: B
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