Please find answers at the end of the article
1.
A process owner is responsible for which of the following?
a.
Purchasing tools to support the Process
b.
Ensuring that targets specified in an SLA are met
c.
Carrying out activities defined in the Process
d.
Monitoring and improving the Process
2.
Which of the following statements is CORRECT
about “good practice”?
a.
It can be used to drive an organization forward
b.
It is something that is in wide industry use
c.
It is always documented in international
standards
d.
It is always based on ITIL
3.
What does a service always deliver to customer?
a.
ROI
b.
Resources
c.
Capabilities
d.
Value
4.
Which of the following are the two primary
elements that create value to customers?
a.
ROI & VOI
b.
Requirements & Capabilities
c.
Utility & Warranty
d.
Customer & user satisfaction
5.
A process owner is responsible for which of the
following?
a.
Documenting the process
b.
Defining process key performance indicators
(KPI)
c.
Improving the process
d.
Performing all the activities involved in a
process
Answer:
A.
All of the above
B.
1, 3 and 4 only
C.
1, 2 and 3 only
D.
1, 2 and 4 only
6.
What are the three service provider business
models?
a.
Internal service provider, outsourced third party
and off-shore party
b.
Internal service operation provider, external service
operation provider, shared service unit
c.
Internal service provider, external service provider,
outsourced third party
d.
Internal service provider, external service
provider, shared service unit
7.
A Risk is …. ?
a.
Something that won’t happen
b.
Something that will happen
c.
Something that has happened
d.
Something that might happen
8.
Which of the following is INCORRECTLY assigned
to its book?
a.
Ensures that organization are in position to
handle the costs and risks associated with their service portfolios: SERVICE
STRATEGY
b.
Provides guidance for the development of services
and service management processes: SERVICE DESIGN
c.
Contains guidance on transferring the control of
services between customers and service providers: SERVICE TRANSITION
d.
Contains guidance on supporting operations
through new models and architecture such as shared services: CONTINUOUS SERVICE
IMPROVEMENT
9.
“Warranty of a service” means which of the
following?
a.
The service is fit for purpose
b.
There will be no failures in applications and
infrastructure associated with the service
c.
All service-related problems are fixed free of
charge for a certain period of time
d.
Customers are assured of certain levels of
availability, capacity, continuity and security
10.
In which of the following statements is correct?
a.
A business case is a decision support and
planning tool
b.
A business case should contain financial analysis
Answer:
A.
Both of above
B.
Neither of the above
C.
Option 1 only
D.
Option 2 only
Answers:
1.
D
2.
B
3.
D
4.
C
5.
C
6.
D
7.
D
8.
D
9.
D
10.
A
No comments:
Post a Comment