Which Service Design process makes the most use of data supplied by Demand Management? A. Service Catalogue Management B. Service Level Management C. IT Service Continuity Management D. Capacity Management
Which statement about Service Level Agreements (SLAs) is ? A. They must contain legal wording because of their importance B. There should always be a separate SLA for each specific customer C. The wording must be clear and concise to…
Which of the following statements about communication within Service Operation are ? 1. All communication must have an intended purpose or resultant action 2. Communication should not take place without a clear audience A. 1 only B. 2 only C.…
Which is the list for the three levels of a multi-level Service Level Agreement (SLA)? A. Technology, Customer, User B. Corporate, Customer, Service C. Corporate, Customer, Technology D. Service, User, IT
Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts 2. Updating the Supplier and Contract database 3. Planning for possible closure, renewal or extension of contracts 4. Managing relationships with internal suppliers A. 1, 2…
Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement A. 1 Plan, 2 Do, 3 Check, 4 Act B. 3 Plan, 2 Do, 4 Check,…
What is IT Governance concerned with? A. Measuring and improving the efficiency and effectiveness of IT processes B. Ensuring that IT processes support the organization’s strategies and objectives C. Reducing the total cost of providing services to the business D.…
Which two elements of financial management for IT services are mandatory? A. Budgeting and charging B. Accounting and charging C. Budgeting and accounting D. Costing and charging
What is the primary focus of business capacity management? A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology B. Review of all capacity supplier agreements and underpinning contracts with supplier management C.…
From the perspective of the service provider, who is the person or group that agrees their service targets? A. The user B. The customer C. The supplier D. The administrator