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NEW QUESTION # 50
Where are the details of core and enhancing service provided?
- A. The definitive media library.
- B. The service catalogue.
- C. The service portfolio.
- D. The configuration management system.
Answer: C
NEW QUESTION # 51
Which processes are responsible for the regular review of underpinning contracts?
- A. Supplier management and availability management
- B. Supplier management and change management
- C. Availability management and service level management
- D. Supplier management and service level management
Answer: D
NEW QUESTION # 52
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Understanding stakeholder needs
- B. Ensuring service components are available
- C. Understanding the organization's vision
- D. Meeting stakeholder expectations
Answer: D
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION # 53
Which of the following would commonly be in a contract underpinning an IT service?
1) Marketing information 2) Contract description and scope 3) Responsibilities and dependencies
- A. None of the above
- B. 1 and 2 only
- C. 2 and 3 only
- D. 1 and 3 only
Answer: C
NEW QUESTION # 54
Which function is responsible for the management of a data centre?
- A. Facilities management
- B. Technical management
- C. Service desk
- D. Application management
Answer: A
Explanation:
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NEW QUESTION # 55
How is the Service Catalogue used to add value to the service provider organization?
- A. To predict the root cause of issues in the IT infrastructure
- B. Providing a central source of information on the IT services delivered
- C. Displaying the relationships between configuration items
- D. Showing the business impact of a change
Answer: B
NEW QUESTION # 56
Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?
- A. Business management
- B. the change manager
- C. IT management
- D. Service desk manager
Answer: A
NEW QUESTION # 57
Which of these is a reason for categorizing incidents?
- A. To ensure that the correct priority is assigned to the incident
- B. To enable the incident management database to be partitioned for greater efficiency
- C. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities
- D. To identify whether the user is entitled to log an incident for this particular service
Answer: C
NEW QUESTION # 58
Which of the following would a Major Problem Review examine?
1.Things that were done correctly
2.Those things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future
- A. 2 and 3 only
- B. 1, 2 and 4 only
- C. All of the above
- D. 1 only
Answer: C
NEW QUESTION # 59
Which BEST describes the purpose of the 'improve' value chain activity?
- A. To ensure a shared understanding of the vision and improvement direction for all products and services
- B. To organize a major improvement initiative into several smaller initiatives
- C. To continually improve all products and services across all value chain activities
- D. To make new and improved services and features available for use
Answer: C
Explanation:
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
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NEW QUESTION # 60
Which is part of service provision?
- A. The management of resources needed to consume the service
- B. The management of resources configured to deliver the service
- C. The joint activities performed to ensure continual value co-creation
- D. The grouping of one or more services based on one or more products
Answer: B
NEW QUESTION # 61
Which of the following is NOT a purpose of Service Transition?
- A. To provide quality knowledge of Change, Release and Deployment Management
- B. To plan and manage the capacity and resource requirements to manage a release
- C. To provide training and certification in project management
- D. To ensure that a service can be managed, operated and supported
Answer: C
NEW QUESTION # 62
Which stakeholders co-create value in a service relationship?
- A. Consumer and provider
- B. Investor and consumer
- C. Provider and supplier
- D. Investor and supplier
Answer: A
NEW QUESTION # 63
What is the purpose of the 'monitoring and event management' practice?
- A. To systematically observe services and service components
- B. To manage workarounds and known errors
- C. To restore normal service operation as quickly as possible
- D. To capture demand for incident resolution and service requests
Answer: A
NEW QUESTION # 64
Order the following continual service improvement (CSI) implementation stepsinto the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
1) Allocate roles and responsibilities to work on CSI initiatives.
2) Measure and review that the CSI plan is executed and its objectives are being achieved.
3) Identify the scope, objectives and requirements for CSI.
4) Decision on implementation of further enhancement.
- A. 3-1-2-4
- B. 1-3-2-4
- C. 3-4-2-1
- D. 2-3-4-1
Answer: A
NEW QUESTION # 65
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