Question No: 4

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual

Service Improvement approach?

A. Service and process improvement

B. Baseline assessments

C. Policy and governance review

D. Measurable targets

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Question No: 5

Which is the correct combination of items that makes up an IT service?

A. Customers, providers and documents

B. Information technology, people and processes

C. Information technology, networks and people

D. People, process and customers

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Question No: 6

What does the continual service improvement (CSI) approach enable a business to achieve?

A. It keeps the communication going within the business.

B. It helps the business in making decisions on improvement initiatives.

C. It helps the stakeholders understand their customers.

D. It dictates the way the business interacts with external suppliers.

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Question No: 7

Which process is responsible to provide and maintain accurate information on all services that are

being transitioned or have been transitioned to the live environment?

A. Service portfolio management

B. Service level management

C. Service catalogue management

D. Service capacity management

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Question No: 8

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A. Technology, customer, user

B. Corporate, customer, service

C. Corporate, customer, technology

D. Service,user, IT

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Question No: 9

The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

A. Customer assets

B. Customer perceptions

C. Business activity

D. Business vision

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Question No: 10

Which is the CORRECT list of metrics to support CSI activities?

A. Technology, customer and business

B. Business, service and technology

C. Customer, business and process

D. Process, technology and service

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Question No: 11

What should the IT service continuity process primarily support?

A. Critical IT processes

B. All the services in the service portfolio

C. Business continuity strategy

D. Mission critical services at peak business periods

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Question No: 12

Where should incident resolution targets to be documented?

A. A service level agreement (SLA.

B. A request for change (RFC.

C. The service portfolio

D. A service description

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Question No: 13

ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

A. Service Units

B. Business Units

C. Service Providers

D. Customers

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