Question 1

Which skill is required by the 'service level management' practice?

Options :

A : Supplier management

B : Technical expertise

C : Event monitoring

D : Problem management

Answer: A

Question 2

Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

Options :

A : 1, 2 and 4 only

B : 1, 2 and 3 only

C : 2, 3 and 4 only

D : 1, 3 and 4 only

Answer: C

Question 3

Which TWO are important aspects of the 'service request management' practice?

1. Standardization and automation

2. Providing a variety of channels for access

3. Establishing a shared view of targets

4. Policies for approvals

Options :

A : 1 and 2

B : 2 and 3

C : 3 and 4

D : 1 and 4

Answer: D

Question 4

What is the purpose of the 'service level management' practice?

Options :

A : Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

B : Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

C : Ensuring that an organization-s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services

D : 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

Answer: D

Question 5

Which is a key element of the 'think and work holistically' guiding principle?

Options :

A : Assessing which procedures can be re-used when improving a service

B : Understanding the methods applicable to complex systems

C : Eliminating metrics which do not contribute to achieving an objective

D : Using technology for standard tasks to give people time for complex activities

Answer: B

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