Please find answers at the end of the article
1.
Which of the following is the CORRECT
description of the Four P’s of Service Design?
a.
A four step process for the design of effective
service management
b.
A definition of the people and products required
for successful design
c.
A set of questions that should be asked when
reviewing design specifications
d.
The four major areas that need to be considered
in the design of effective service management
2.
Which of the following statements about the
Complementary guidance is CORRECT?
a.
It is also structured around Service lifecycle
b.
It provides guidance to specific industry sectors
and types of organization
c.
It consists of five publications
d.
It provides the guidance necessary for ISO 20000
3.
The considerations of business value and value
creation are principles of which part of the service lifecycle?
a.
CSI
b.
Service Design
c.
Service Transition
d.
Service Strategy
4.
A service is not very reliable, but when it
works it is of great value to the customer. This combination could be described
as?
a.
High utility and low warranty
b.
High utility and high warranty
c.
Low utility and high warranty
d.
Low utility and low warranty
5.
As a strategic tool for assessing the value of
IT services, financial management applies to which of the following service
provider types?
a.
An internal service provider embedded within a
business unit
b.
An internal service provider that provides
shared IT services
c.
An external service provider
Answer:
A.
All of the above
B.
a and b only
C.
a and c only
D.
b and c only
6.
Which of the following statements is correct?
a.
Process owners are more important to ITSM than service
owners
b.
Service owners are more important to ITSM than
process owners
c.
Process owners are as important to ITSM as
Service owners
d.
Both the owners are not required for ITSM
7.
Which role is accountable for a specific service
within an organization?
a.
The service level manager
b.
The business relationship manager
c.
The service owner
d.
The service continuity manager
8.
Outside of the core publications, which part of
ITIL provides guidance in adapting good practices for specific business
environments?
a.
The ITIL complimentary guidance
b.
The service support book
c.
Pocket guides
d.
The service strategy book
9.
The effective management of Risk requires two
types of action. Which of the following pairs of actions would be BEST to manage
risk?
a.
Training in risk management for all staff and
identification of risks
b.
Control of exposure to risk and investment of
capital
c.
Training of all staff and investment of capital
d.
Identification of risks and control of the
exposure to risk
10.
In which of the following statements about
process is correct?
a.
A process is always organized around a set of
objectives
b.
A process should be documented
Answer:
A.
Both of above
B.
Neither of the above
C.
Option a only
D.
Option b only
Answers:
1.
D
2.
B
3.
D
4.
A
5.
A
6.
C
7.
C
8.
A
9.
D
10.
A
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