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Viewing page 13 out of 15 pages
Viewing questions 121-130 out of questions
Questions # 121:

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Options:

A.

Relationship management

B.

IT asset management

C.

Release management

D.

Service desk

Questions # 122:

Which is the CORRECT of the ‘R’ role in a RACI matrix?

Options:

A.

This role ensures that activities are executed correctly

B.

This role has ownership of the end result

C.

This role is involved in providing knowledge and input

D.

This role ensures the flow of information to stakeholders

Questions # 123:

Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

Options:

A.

1, 2 and 4 only

B.

1, 2 and 3 only

C.

2, 3 and 4 only

D.

1, 3 and 4 only

Questions # 124:

Which is a purpose of the 'service level management' practice?

Options:

A.

To establish and nurture the links between the organization and its stakeholders

B.

To ensure that the organization’s suppliers and their performance are managed appropriately

C.

To set clear business-based targets for service levels

D.

To support the agreed quality of a service handling all agreed, user-initiated service requests

Questions # 125:

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Options:

A.

Service configuration management

B.

Service desk

C.

IT asset management

D.

Monitoring and event management

Questions # 126:

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Options:

A.

Start where you are

B.

Collaborate and promote visibility

C.

Progress iteratively with feedback

D.

Think and work holistically

Questions # 127:

Which role approves the cost of services?

Options:

A.

User

B.

Change authority

C.

Sponsor

D.

Customer

Questions # 128:

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

Options:

A.

'focus on value' guiding principle

B.

service value system

C.

'service request management' practice

D.

four dimensions of service management

Questions # 129:

What is important for a ‘continual improvement register’ (CIR)?

Options:

A.

Improvement ideas are documented, assessed and prioritized

B.

Improvement ideas from many sources are kept in a single CIR

C.

Improvement ideas that are not being actioned immediately are removed from the CIR

D.

Improvement ideas are tested, funded and agreed

Questions # 130:

Which is an important principle of communication in service operation?

Options:

A.

Information should always be communicated

B.

It has an intended purpose or a resultant action

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C.

Meetings are always the best method of communication

D.

It is stored in the configuration management system

Viewing page 13 out of 15 pages
Viewing questions 121-130 out of questions
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