20407628
Description
Question 1
Question
What is the definition of a user?
Answer
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A person who uses services
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A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
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A person who authorizes budget for service consumption
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A person who works for an organization other than the service provider
Question 2
Question
Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational______ for enabling value for customers in the form of services.
Answer
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Requirements
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Functions
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Capabilities
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Products
Question 3
Question
What is the definition of a configuration item (CI)?
Answer
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A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
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Any valuable component that can contribute to the delivery of an IT product or service
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A particular set of settings or options on a given piece of equipment
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Any component that needs to be managed in order to deliver an IT service
Question 4
Question
Identify the missing word(s) in the following sentence. An incident is a(n)________ interruption to a service or reduction in the quality of a service.
Answer
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Planned
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Unplanned
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Scheduled
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Expected
Question 5
Question
What is the purpose of the 'deployment management' practice?
Answer
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Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
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Making new and changed services and features available for use
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Moving new or changed hardware, software, documentation, processes, or any other service component to live environments
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Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Question 6
Question
What is the purpose of the 'service level management' practice?
Answer
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Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
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Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
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Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
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Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Question 7
Question
What is defined as the practice of planning and managing the full lifecycle of all IT assets?
Answer
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Change control
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IT asset management
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Release management
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Deployment management
Question 8
Question
Identify the missing word in the following sentence. _______management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Answer
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Availability
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Event
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Incident
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Problem
Question 9
Question
Fill in the blank. _______ may simultaneously be removed from a service consumer and imposed on a service consumer. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider's servers instead.
Answer
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Value
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Outputs
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Outcomes
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Costs
Question 10
Question
Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?
Answer
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Collaborate and promote visibility
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Think and work holistically
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Focus on value
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Progress iteratively with feedback
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