Question No: 7

Which three types of metric support Continual Service Improvement (CSI) activities?

A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

B. Process metrics, software metrics and financial metrics

C. Technology metrics, process metrics and service metrics

D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics

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Question No: 8

Access management is responsible for implementing policies defined in which process?

A. Service portfolio management

B. Information security management

C. Change management

D. Problem management

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Question No: 9

Which process analyses services that are no longer viable and when they should be retired?

A. Change management

B. Service portfolio management

C. Service level management

D. Business relationship management

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Question No: 10

What is the primary focus of business capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual

elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity of the live,

operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

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Question No: 11

What is the BEST description of the CSI register?

A. It is a record of all authorised changes and their planned implementation dates

B. It is a record of proposed improvement opportunities and the benefits that will be achieved

C. It is a record of new services to be approved by a customer, including proposed implementation dates

D. It is a record of completed improvements and the relevant customer satisfaction metric

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Question No: 12

Which is an objective of the service design lifecycle stage?

A. To embed continual service improvement (CSI) in all service design activities

B. To ensure that all service design activities use the minimum amount of resources

C. To monitor service level targets as agreed in service level agreements

D. To create and maintain a portfolio of quantified services

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Question No: 13

What is the primary focus of component capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity

of the live,

operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

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Question No: 14

What service could include a differentiation as an u201cexcitement factoru201d?

A. A core service

B. An enabling service

C. A packaged service

D. An enhancing service

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Question No: 15

An incident is proving difficult to resolve. A technician informs their manager that more resource is

needed to restore the service. What has taken place?

A. A functional escalation

B. A service level escalation

C. An incident resolution

D. A hierarchic escalation

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Question No: 16

Which one of the following is a correct definition of a supplier category?

A. Strategic - for suppliers of operational products or services

B. Tactical - for relationships involving significant commercial activity and business interaction

C. Operational u2013 for suppliers providing low value and/or readily available products and services

D. Commodity u2013 for significant partnering relationships that involve senior managers

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