Question 1

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

Options :

A : All of the above

B : 1, 2 and 3 only

C : 2 and 4 only

D : 3 and 4 only

Answer: B

Question 2

How many people should be accountable for a process as defined in the RACI model?

Options :

A : As many as necessary to complete the activity

B : Only one - the process owner

C : Two - the process owner and the process enactor

D : Only one - the process architect

Answer: B

Question 3

Which of the following is NOT a source of best practice?

Options :

A : Standards

B : Technology

C : Academic research

D : Internal experience

Answer: B

Question 4

Which of the following activities would be performed by a process manager?

1. Monitoring and reporting on process performance

2. Identifying improvement opportunities

3. Appointing people to required roles

Options :

A : All of the above

B :

1 and 3 only

C : 1 and 2 only

D : 2 and 3 only

Answer: A

Question 5

Which statement about stakeholders is TRUE?

Options :

A :

Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B : External customers are those who work for the same organization as the IT service provider

C : Internal customers are always charged for the IT services they receive from the IT service provider organization

D :

Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

Answer: A

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