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QUESTION NO:8

Which of the following BEST describes service strategies value to the business?

A. Allows higher volumes of successful change

B. Reduction in unplanned costs through optimized handling of service outages

C. Reduction in the duration and frequency of service outages

D. Enabling the service provider to have a clear understanding of what levels of service will make

their customers successful

Answer: D

Explanation:

QUESTION NO:3

Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom – Information – Data – Knowledge

B. Data – Information – Knowledge – Wisdom

C. Knowledge – Wisdom – Information – Data

D. Information – Data – Knowledge – Wisdom

Answer: B

Explanation:

2

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:19

Which one of the following is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining all necessary service transition packages

B. Producing quality, secure and resilient designs for new or improved services

C. Taking service strategies and ensuring they are reflected in the service design processes and

the service designs that are produced

D. Measuring the effectiveness and efficiency of service design and the supporting processes

Answer: A

Explanation:

QUESTION NO:6

Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

Answer: B

Explanation:

3

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:

6

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:9

Which two processes will contribute MOST to enabling effective problem detection?

A. Incident and financial management

B. Change and release and deployment management

C. Incident and event management

D. Knowledge and service level management

Answer: C

Explanation:

4

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: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:

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