58 Online Practice Questions and Answers

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

Which of the following types of service should be included in the scope of service portfolio management?

1.

Those planned to be delivered

2.

Those being delivered

3.

Those that have been withdrawn from service

A. 1 and 3 only

B. All of the above

C. 1 and 2 only

D. 2 and 3 only

Which of the following are benefits to the business of implementing service transition?

1.

Better reuse and sharing of assets across projects and resources

2.

Reduced cost to design new services

3.

Result in higher volume of successful changes

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. None of the above

What is a characteristic of a process?

A. It requires a specific tool

B. It is performance driven and measurable

C. It provides generic technical skills and resources

D. It does not react to a specific trigger

What type of improvement should be achieved by using the Deming Cycle?

A. Rapid, one-off improvement

B. Return on investment within 12 months

C. Quick wins

D. Steady, ongoing improvement

The Supplier Management process includes:

(1)

Service Design activities, to ensure that contracts will be able to support the service requirements

(2)

Service Operation activities, to monitor and report supplier achievements

(3)

Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

A.

1 and 2 only

B.

1 only

C.

All of the above

D.

1 and 3 only

What is the entry point or the first level of the V model?

A. Service Solution

B. Customer / Business Needs

C. Service Release

D. Service Requirements

What is the pre-authorized change known as?

A. A normal change

B. A retrospective change

C. A standard change

D. An ordinary change

Which process is responsible for managing all service requests from users?

A. Change fulfillment

B. Incident management

C. Request fulfillment

D. Event management

Which is NOT a sub-process of capacity management?

A. People capacity management

B. Component capacity management

C. Business capacity management

D. Service capacity management