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QUESTION NO:18

Which process includes business, service and component sub-processes?

A. Capacity management

7

B. Incident management

C. Service level management

D. Financial management

Answer: A

Explanation:

QUESTION NO:12

Why is it important for service providers to understand patterns of business activity (PBA)?

A. PBA are based on organizational roles and responsibilities

B. IT service providers CANNOT schedule changes until they understand PBA

C. Demand for the services delivered by service providers are directly influenced by PBA

D. Understanding PBA is the only way to enable accurate service level reporting

Answer: C

Explanation:

5

QUESTION NO:7

The design of IT services requires the effective and efficient use of “the four Ps”. What are these

four Ps?

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

Answer: C

Explanation:

QUESTION NO:1

Which role is responsible for carrying out the activities of a process?

A. Process owner

B. Change manager

C. Service manager

D. Process practitioner

Answer: D

Explanation:

QUESTION NO:15

A process owner has been identified with an “I” in a RACI matrix. Which one of the following would

be expected of them?

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

Answer: C

Explanation:

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QUESTION NO:2

Which process or function is responsible for monitoring activities and events in the IT

infrastructure?

A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

Answer: B

Explanation:

QUESTION NO:17

Which one of the following do technology metrics measure?

A. Components

B. Processes

C. The end-to-end service

D. Customer satisfaction

Answer: A

Explanation:

QUESTION NO:10

Which of the following would be used to communicate a high level description of a major change

that involved significant cost and risk to the organization?

A. Change proposal

B. Change policy

C. Service request

D. Risk register

Answer: A

Explanation:

QUESTION NO:16

Which of the following are objectives of service level management?

1: Defining, documenting and agreeing the level of FT 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. All of the above

Answer: A

Explanation:

QUESTION NO:4

At which stage of the service lifecycle should the processes necessary to operate a new service

be defined?

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

Answer: A

Explanation:

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