Quiz
Service Management A (incomplete)
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Perguntas do quiz (26)
1
There are several sources of best practice including public frameworks, standards, and the proprietary knowledge of organisations and individuals.
Which of the following statements are correct?
1. Proprietary knowledge is difficult to replicate or transfer
2. Standards are only available through licensing agreements
3. Organisations should cultivate their own proprietary knowledge
4. Public frameworks are validated across multiple organisations
- A1 and 4 only
- B1, 2 and 3 only
- C2, 3 and 4 only
- D1, 3 and 4 only
2Which of the following best describes how services deliver value to customers?
- AEnabling the effective outsourcing of IT services
- BReducing the overall cost of IT service provision
- CFacilitating the outcomes customers want to achieve
- DEnsuring successful project delivery to the business
3ITIL has become the most widely accepted approach to service management in the world. Which of the following is INCORRECT about service management?
- AService management is a professional practice supported by an extensive body of knowledge
- BService management is a set of specialised organisational capabilities for providing value to customers
- CAdoption of service management has grown primarily due to advances in tools and technology
- DFormal schemes exist for education, training and certification in service management
4Which of the following statements are correct?
1. Functions are specialised to perform certain types of work
2. Functions accumulate their own body of knowledge through experience
3. Functions improve coordination through developing their own processes
4. Functions provide structure and stability to organisations- A1 and 2 only
- B1 and 4 only
- C2, 3 and 4 only
- D1, 2 and 4 only
5Which of the following statements is INCORRECT concerning ITIL?
- AITIL is prescriptive enabling organisations to implement it more rapidly
- BITIL is vendor neutral as it is not tied to any specific commercial organisation
- CITIL offers a common language which allows organisations to work together more effectively
- DITIL can help organisations gain value from their investment in service management
6From the customer viewpoint, in which phase of the lifecycle is actual value seen?
- AService strategy
- BService design
- CService transition
- DService operation
7In which core publication is business relationship management detailed?
- AService design
- BService operation
- CService strategy
- DService transition
8Which phase of the lifecycle provides guidance on managing complexities associated with changes to services involving release management, programme management and risk management?
- AService design
- BService operation
- CService strategy
- DService transition
9Which of the following statements best describe utility and warranty from the customer's perspective?4
- AA measure of how the service is delivered
- BAn outcome-based definition of services
- CThe two primary elements of value composition
- DA description of what the supplier wants to provide
10What distinctive 'capabilities' do service providers need to develop?
- AManagement, information, processes, organisation, infrastructure
- BManagement, applications, information, knowledge, people
- CManagement, knowledge, processes, organisation, people
- DManagement, knowledge, information, organisation, people
11For which phase of the service lifecycle is it most important to take a holistic approach?
- AService strategy
- BService design
- CService transition
- DService operation
12Which of the following is NOT a direct benefit that will come from the service design phase of the lifecycle?
- ATimely cancellation or changes to maintenance contracts for hardware and software when components are disposed of or decommissioned
- BReduced total costs of ownership
- CImproved IT governance with the identification and communication of a set of controls for effective governance of IT
- DMore effective service performance with incorporation and recognition of capacity, availability and IT continuity plans
13The ITIL framework provides a source of best practice in service management. Which of the following statements about ITIL are correct?
1. The core ITIL publications are applicable to all types of organisations
2. The structure of the ITIL core is in the form of a process framework
3. ITIL provides complementary guidance for specific industry sectors
4. ITIL can be adapted for use in various business environments
- A1 and 2 only
- B2 and 4 only
- C1, 3 and 4 only
- D1, 2 and 4 only
14In which core publication are change management and knowledge management detailed?
- AService design
- BService operation
- CService strategy
- DService transition
15Demand management interfaces very closely with, and has a dependency on, which other process?
- ACapacity management
- BAvailability management
- CChange management
- DService portfolio management
16Output from service strategy is used as input to plan new and changed services in which phase of the service lifecycle?
- AService design
- BService operation
- CService strategy
- DService transition
17Which of the following is NOT a goal nor an objective of service design?
- ADesigning effective and efficient processes to manage services throughout their lifecycle
- BIdentifying and managing risks
- CDesigning remediation plans to cater for failed implementations
- DProducing IT plans, processes and policies to provide quality IT solutions
18Which of the following describes the main way in which the Service Strategy publication can assist an organisation?
- ATo manage strategic relationships within the IT industry
- BTo implement ITIL within an IT organisation
- CTo enable strategic integration with customers and suppliers
- DTo develop service management as a strategic asset
19Which of the following statements about the service portfolio are correct?
1. The service portfolio represents the investments made by a service provider
2. The service portfolio includes third party services that are part of service offerings
3. The service portfolio represents the ability of a service provider to serve customers and market spaces- A1 and 2 only
- BAll of the above
- C1 and 3 only
- D2 and 3 only
20What details are contained in the service pipeline?
- AOperational capability within the context of a market space
- BThe resources engaged in all phases of the service lifecycle
- CBusiness requirements that have not yet become live services
- DKnowledge and information about phased-out services
21Which of the following statements is/are correct about IT governance?
1. IT governance is an integral part of enterprise governance
2. IT governance is the responsibility of the board of directors
3. IT governance enables organisations to benchmark processes
- A1 only
- B1 and 2 only
- C2 and 3 only
- DAll of the above
22A business case can be most accurately described as?
- AA method for tracking business expenditure
- BA decision support and planning tool
- CA management tool for business communication
- DA technique for calculating service valuation
23From a service management perspective which of the following is NOT a specific risk management activity?
- AFinancial analysis of the likely consequences of a business action
- BEnsuring processes are in place for ongoing monitoring of risks
- CIdentification and selection of appropriate countermeasures
- DHaving access to reliable and up-to-date information about risks
24It is important to distinguish between the three different types of service provider. Which of the following most accurately describes the main difference between Type I and Type II service providers?
- AType I providers are internal and Type II provide external services
- BType I providers are internal and Type II provide shared services
- CType I providers are external and Type II provide internal services
- DType I providers are technology focused and Type II business focused
25Value is defined not only in terms of the customer's business outcomes, it is also highly dependent on?
- AThe maturity of the IT processes
- BManaging the cost of service provision
- CThe customer's perceptions
- DEffective resource utilisation
26Which of the following most accurately describes the need for service providers to develop a marketing mindset?
- ATo offer customers a comprehensive service catalogue
- BTo offer competitively priced service offerings
- CTo look at services from the customer's perspective
- DTo utilise a wide range of communication channels
Informações
- Descrição
- I got lazy and stopped after inserting Q9 CHP5
- Autor
- Rylan Blah
- Idioma
- English
- Visualizações
- 263
- Histórico
- Criado em 29 jan 2016 · atualizado em 28 dez 2016
- Etiquetas
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