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…
Which of the following do Service Metrics measure? A. Processes and functions B. Maturity and cost C. The end to end service D. Infrastructure availability
Which statement about Service Level Agreements (SLAs) is CORRECT? 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…
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 process is responsible for managing relationships with vendors? A. Change Management B. Service Portfolio Management C. Supplier Management D. Continual Service Improvement
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle? A. Service Operation B. Service Transition C. Continual Service Improvement D. Service Strategy
The BEST description of an Incident is: A. An unplanned disruption of service unless there is a backup to that service B. An unplanned interruption to service or a reduction in the quality of service C. Any disruption to service…
Which of the following statements about communication within Service Operation are CORRECT? 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.…
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,…
In which of the following should details of a workaround be documented? A. The Service Level Agreement (SLA) B. The problem record C. The Availability Management Information System D. The IT service continuity plan