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QUESTION NO:13

A plan for managing the end of a supplier contract should be created when?

A. The contract is being negotiated

B. The contract is about to be ended

C. The Supplier Manager decides that there is a risk the contract might need to end soon

D. The contract has been agreed

Correct Answer: A

QUESTION NO:17

The group that reviews Changes that must be installed faster than the normal Change process is called

the:

A. Technical Management (TM)

B. Urgent Change Authority (UCA)

C. Emergency Change Advisory Board (ECAB)

D. Urgent Change Board (UCB)

Correct Answer: C

QUESTION NO:9

Which of the following is NOT one of the five individual aspects of Service Design?

A. The design of the Service Portfolio, including the Service Catalogue

B. The design of Market Spaces

C. The design of new or changed services

D. The design of the technology architecture and management systems

Correct Answer: B

QUESTION NO:7

Which of the following statements is INCORRECT?

A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases

(CMDB)

B. The SKMS is part of the Configuration Management System (CMS)

C. The SKMS can include data on the performance of the organization

D. The SKMS can include user skill levels

Correct Answer: B

QUESTION NO:23

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration

Analyst; CMS/tools Administrator

B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration

Analyst; Configuration control board; CMS/tools Administrator

C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration

control board; CMS/tools Administrator; Financial Asset Manager

Correct Answer: B

QUESTION NO:24

In many organizations the role of Incident Manager is assigned to the Service Desk.

It is important that the Incident Manager is given the authority to:

A. Only manage Incidents effectively through 1st and 2nd line

B. Only manage Incidents effectively through the 1st line

C. Only manage Incidents effectively at the 3rd line

D. Manage Incidents effectively through 1st, 2nd and 3rd line

Correct Answer: D

QUESTION NO:10

Which of the following is NOT the responsibility of the Service Catalogue Manager?

A. Ensuring that all operational services are recorded in the Service Catalogue

B. Ensuring that information in the Service Catalogue is accurate

C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

D. Ensuring that information within the Service Pipeline is accurate

Correct Answer: D

QUESTION NO:25

Which of the following statements is CORRECT?

A. The CMS is part of the Configuration Management Data Base (CMDB)

B. The KEDB and the CMS form part of the larger SKMS

C. The Service Knowledge Management System (SKMS) is part of the CMS

D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

Correct Answer: B

QUESTION NO:11

Which role would you MOST expect to be involved in the management of Underpinning Contracts?

A. Service Catalogue Manager

B. IT Designer/Architect

C. Process Manager

D. Supplier Manager

Correct Answer: D

QUESTION NO:22

Which of the following are responsibilities of a Service Level Manager?

1) Agreeing targets in Service Level Agreements

2) Designing the service so it can meet the targets

3) Ensuring all needed contracts and agreements are in place

A. 1 and 3 only

B. 1, 2 and 3 are all true

C. 2 and 3 only

D. 1 and 2 only

Correct Answer: A

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