a constant cycle of agreeing, monitoring and reporting upon IT service achievements
Reporting and management of all services
measuring existing services and the potential future requirements
monitoring service failures, reduction of service risks
2.Good example of a service can be described as?
Wide Area Network
3.What is the role of the Emergency Change Advisory Board (ECAB)?
To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business periods To assist the Change Manager in evaluating Emergency Changes and to decide whether the changes should be approved To assist the Change Manager in speedier redressal change implementation issues within stakeholders To assist the Change Manager in implementing Emergency Changes
4.Functions are NOT described as?
Projects focusing on transformation
A body of process knowledge
Comprises activities, inputs and outputs
Self-Contained units of organizations
5.A service owner is responsible for which of the following?
Purchasing tools to support the service line
Monitoring and improving the process
Ensuring that the ongoing service delivery and support meet agreed customer requirements (a) Carrying out activities defined in the process
6.What is the purpose of the Request Fulfillment Process?
Dealing with Service Requests from the users
Making sure all requests within an IT Organization are fulfilled
Ensuring fulfillment of Change Requests
Making sure the service level agreement (SLA) are met
7.Which of the following does the service pipeline consists of?
Resources engaged or released in various phases of the service lifecycle
Services under development for a given market space or customer
Complete set of services that are currently managed by a service provider
Set of business outcomes facilitated by a service
8.Why should monitoring and measuring be used when trying to improve the services?
To validate, assign resources, purchase technology and train people
To validate, direct, justify and intervene
To validate, plan, act and improve
To validate, measure, monitor and change
9.Application Management is not responsible for?
Developing functionality required by the business
Managing applications through their lifecycle
Assisting in the decision to build or buy new software
Documenting and maintaining the technical skills required to manage and support applications 10.Which are the missing Service Operation processes from the following? I.Incident Management
Facilities Management and Event Management
Event Management and Request Fulfillment
Event Management and Service Desk
Change Management and Service Level Management
11.‘If something cannot be measured, it should not be documented’ is a principle that applies to which of the following?
An incident management record
The glossary of terms
A service level agreement (SLA)
A configuration Item (CI)
12.One of the important roles of the supplier manager can be,
Negotiating and agreeing operational level agreements
Ensuring that all non-operational service are recorded within the service catalogue
Assisting with the production and maintenance of an accurate service catalogue
Ensuring value for money is from all IT suppliers
13.What is the best definition of an Incident Model?
A type of Incident involving a standard (or model) type of Configuration Item (CI)
A set of pre-defined steps to be followed when handling the Incident
The template used to define the...