Please find answers at the end of the articles
1.
Which of the following statement is correct?
a.
IT service continuity Management can only take place
once Business continuity management is in place
b.
Where business continuity management is
established, its considerations should form the focus for IT service continuity
management
c.
Business continuity management & IT service
continuity management should be established at the same time
d.
IT service continuity management is not required
when the IT is outsourced to 3rd party
2.
Which of the following is NOT a part of the service
design stage of the service life cycle?
a.
Design and maintaining all necessary service
transition packages
b.
Producing quality, secured and resilient design
for new or improve services, technology architecture, processes are measurement
systems that need all the agreed current and future IT requirements of the organization
c.
Taking the overall service strategies and
ensuring they are reflected in the service design process and the service
design that are produced
d.
Measuring the effectiveness and efficiency of
service design and the supporting process
3.
What guidance does ITIL give on the frequency of
the production of service reporting?
a.
Service reporting interval must be defined and
agreed with the customers
b.
Reporting intervals should be set by the service
provider
c.
Reporting should be produced weekly
d.
Service reporting intervals must be the same for
all services
4.
Within service design, what is the key output
handed over to service transition?
a.
Measurement, methods and metrics
b.
Service Design package
c.
Service Portfolio design
d.
Process definitions
5.
Which of the following are objectives of
supplier management?
1.
Negotiating and agreeing contracts
2.
Updating the supplier and contract database
3.
Planning for possible closure, Renewal or
extension of contract
4.
Managing relationships with internal suppliers
a.
1, 2 and 3 only
b.
1 and 3 only
c.
2 and 3 only
d.
All of the above
6.
In which document will the customers’ initial
service targets be documented before the service level agreement (SLA) is
produced?
a.
Operational Level Agreement
b.
Underpinning Contract
c.
SLA Monitoring Charts
d.
Service Level Requirement
7.
Which of the following is the BEST description
of a service-based service level agreement(SLA)?
a.
The SLA covers one service, for all the
customers of that service
b.
The SLA covers an individual customer group for
all services they use
c.
An SLA that covers all customers for all
services
d.
An SLA for a service with no customers
8.
Which of the following is an objective of
service catalogue management?
a.
Negotiating and agreeing service level agreements
b.
Negotiating and agreeing operational level
agreements
c.
Ensuring that the information within service
catalogues is adequately protected and backed-up
d.
Only ensure that adequate technical resources
are available
9.
Which of the following provides the primary
source of guidance on what needs to be protected by Information security
managemnet?
a.
IT management
b.
Service Desk manager
c.
Business management
d.
The change manager
10.
Which of the following are objectives of Service
level management?
1.
Defining, documenting and agreeing the level of
IT services to be provided
2.
Monitoring, measuring and reporting the actual
level of services provided
3.
Monitoring and improving customer satisfaction
4.
Identifying possible future markets that the
service provider could operate in
a.
1, 2 and 3 only
b.
1 and 2 only
c.
1, 2 and 4 only
d.
Neither of the above
Answers:
1.
B
2.
A
3.
A
4.
B
5.
A
6.
D
7.
A
8.
C
9.
C
10.
A
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