Service transition contains detailed descriptions of which processes? A. Change management, service asset and configuration management, release and deployment management B. Change management, capacity management event management, service request management C. Service level management, service portfolio management, service asset and…
Which of the following BEST describes service strategies’ value to the business? A. Allows higher volumes of successful change B. Reduction in unplanned costs through optimized handling of service outages C. Reduction in the duration and frequency of service outages…
Which statement should NOT be part of the value proposition for Service Design? A. Reduced total cost of ownership B. Improved quality of service C. Improved Service alignment with business goals D. Better balance of technical skills to support live…
Which of the following activities would be performed by a process manager? 1. Monitoring and reporting on process performance 2. Identifying improvement opportunities 3. Appointing people to required roles A. All of the above B. 1 and 3 only C.…
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to: A. Only manage Incidents effectively through 1st and 2nd line B. Only manage Incidents…
Which of the following statements is CORRECT? A. The CMS is part of the Configuration Management Data Base (CMDB) B. The KEDB and the CMS form part of the larger SKMS C. The Service Knowledge Management System (SKMS) is part…
The MAIN purpose of the Service Portfolio is to describe services in terms of? A. Business Value B. Functionality C. IT Assets D. Service Level Requirements
How many people should be accountable for a process as defined in the RACI model A. As many as necessary to complete the activity B. Only one – the process owner C. Two – the process owner and the process…
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure? A. RACI model B. Incident model C. Continual service improvement (CSI) approach D. The Deming Cycle
Which of the following combinations covers all the roles in Service Asset and Configuration Management? A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board;…