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Question: 1
Which role is responsible for carrying out the activities of
a process?
A. Process owner
B. Change manager
C. Service manager
D. Process
practitioner
Answer: D
Question: 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
Question: 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
Question: 4
At which stage of the service lifecycle should the
processes necessary to operate a new service be defined?
A. Service design: Design the processes
B. Service strategy: Develop the
offerings
C. Service transition: Plan and prepare for deployment
D.
Service operation: IT operations management
Answer: A
Question: 5
Why are public frameworks, such as 1TIL, attractive when
compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer
since it is often undocumented
B. Public frameworks are always cheaper to
adopt
C. Public frameworks are prescriptive and tell you exactly what to
do
D. Proprietary knowledge has been tested in a wide range of environments
Answer: A
Question: 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
Question: 7
The design of IT services requires the effective and
efficient use of "the four Ps". What are these four Ps?
A.
People [url=http://www.officialpatriotsfootballstore.com/...l-harry-jersey-cheap]N'Keal
Harry Elite Jersey[/url] , process, partners, performance
B. Performance,
process [url=http://www.officialpatriotsfootballstore.com/...-bailey-jersey-cheap]Jake
Bailey Jersey[/url] , products, plans
C. People, process,
products [url=http://www.officialpatriotsfootballstore.com/...stidham-jersey-cheap]Jarrett
Stidham Jersey[/url] , partners
D. People, products, plans, partners
Answer: C
Question: 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
Question: 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
Question: 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
Question: 11
Which of the following should be documented in an
incident model?
1. Details of the service level agreement (SLA) pertaining to
the incident
2. Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: B
Question: 12
Why is it important for service providers to understand
patterns of business activity (PBA)?
A. PBA are based on organ
