CMS7 Online Practice Questions and Answers

The term 'Service Management' is best used to describe?

A. Units of organizations with roles to perform certain activities

B. A set of specialized organizational capabilities for providing value to customers in the form of services

C. The management of functions within an organization to perform certain activities

D. A set of specialized organizational capabilities for providing functions to customers in the form of services

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

A. Extreme focus on cost

B. Extreme focus on responsiveness

C. Vendor focused

D. Extreme internal focus

Which is the first step in the 7 Step Improvement Process?

A. Where are we now?

B. Identify gaps in Service Level Agreement (SLA) achievement

C. Prepare for action D. Define what you should measure

Which of the following BEST describes a 'Major Incident'?

A. An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it

B. An Incident which requires a large number of people to resolve

C. An Incident which has a high impact on the business

D. An Incident that is so complex that it requires root cause analysis before any workaround can be found

Which of the following does the Availability Management process include?

1.

Ensuring services are able to meet availability targets

2.

Monitoring and reporting actual availability

3.

Improvement activities, to ensure that services continue to meet or exceed their availability goals

A. 1 only

B. All of the above

C. 1 and 2 only

D. 1 and 3 only

A risk is:

A. Something that won't happen

B. Something that will happen

C. Something that has happened

D. Something that might happen

Which process is responsible for ensuring that appropriate testing of a service or application takes place?

A. Knowledge management

B. release and department management

C. service asset and configuration management

D. service level management

Which of the following is event management NOT used for?

A. Intrusion detection in the data center

B. Recording and monitoring environmental conditions in the data center

C. Recording service desk staff absence

D. Monitoring the status of configuration items

Which process is responsible for controlling, recording and reporting on the relationships relating to components of the IT infrastructure?

A. Service level management

B. Change management

C. Incident management

D. Service asset and configuration management

Which of the following is concerned with fairness and transparency?

A. Capacity management

B. Governance

C. Service design

D. Service level management