Q10. What is a characteristic of a process?

A. It requires a specific tool

B. It is performance driven and measurable

C. It provides generic technical skills and resources

D. It does not react to a specific trigger

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Q11. What is the CORRECT definition of service management?

A. A set of specialised assets for transitioning services into the live operational environment

B. A set of specialised organisational capabilities for delivering value to customers in the form of

services

C. A group of events that meet the demand from customers for services that they receive

D. A group of people that manages services to fulfil the needs of users and customers

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Q12. Third parties responsible for supplying goods or services that are required to deliver IT services is a

description of which stakeholder?

A. External Customers

B. Suppliers

C. Operations

D. External Consultants

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Q13. Which is an example of improving service utility using service management automation?

A. Pre-determined routing of a service request

B. Reducing the time to compile service data

C. Monitoring service availability

D. Faster resource allocation

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Q14. Which is an example of an internal customer?

A. A customer who has a contract with an internet service provider for a broadband connection

B. The HR department whose payroll service is provided by their organizationu2021s IT department

C. An IT department that uses a network service obtained from a supplier

D. A retail bank that outsources its infrastructure to athird-party supplier

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Q15. Which function is responsible for the closure of an incident record?

A. Event management

B. The service desk

C. Either the service desk or an appropriate third party engineer

D. Any appropriate function

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Q16. How should entries in the CSI register be categorized?

A. Based on priority, urgency and impact to the business and to all its stakeholders

B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term

C. Based on IT service name, cost to the business and expected outcomes to the customer

D. Based on best improvement opportunities in the organization to achieve a competitive advantage

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Q17. A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.

What has taken place within the SLA target?

A. A functional escalation

B. A service level escalation

C. An incident resolution

D. A hierarchic escalation

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Q18. Which of the following is an example of proactive problem management?

A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

B. Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

C. Suspicion or detection of a cause of one or more incidents by the service desk

D. Trending of historical incident records to identify one or more underlying causes

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