Q1. Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction? 

A. Availability management 

B. Capacity management 

C. Business relationship management 

D. Service catalogue management 

View Answer

Q2. Consider the following list: 

1. Change authority 

2. Change manager 

3. Change advisory board (CAB) 

Which one of the following is the BEST description of the items above? 

A. Job descriptions 

B. Functions 

C. Teams 

D. Roles, people or groups 

View Answer

Q3. What are customers of IT services who work in the same organization as the service provider known as? 

A. Strategic customers 

B. External customers 

C. Valued customers 

D. Internal customers 

View Answer

Q4. Which is the correct definition of a customer facing service? 

A. One which directly supports the business processes of customers 

B. A service that cannot be allowed to fail 

C. One which is not covered by a service level agreement 

D. A service not directly used by the business 

View Answer

Q5. Which of the following are benefits to the business of implementing service transition? 

1. Better reuse and sharing of assets across projects and resources 

2. Reduced cost to design new services 

3. Result in higher volume of successful changes 

A. 1 and 2 only 

B. 2 and 3 only 

C. 1 and 3 only 

D. None of the above 

View Answer

Q6. What are the categories of event described in the UIL service operation book? 

A. Informational, scheduled, normal 

B. Scheduled, unscheduled, emergency 

C. Informational, warning, exception 

D. Warning, reactive, proactive 

View Answer

Q7. Which one of the following statements about incident reporting and logging is CORRECT? 

A. Incidents can only be reported by users 

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service 

C. All calls to the service desk must be logged as incidents 

D. Incidents reported by technical staff must also be logged as problems 

View Answer

Q8. Which statement should NOT be part of the value proposition for Service Design? 

A. Reduced total cost of ownership 

B. Improved quality of service 

C. Improved Service alignment with business goals 

D. Better balance of technical skills to support live services 

View Answer

Q9. Which of the following are sources of best practice? 

1. Academic research 

2. Internal experience 

3. Industry practices 

A. All of the above 

B. 1 and 3 only 

C. 1 and 2 only 

D. 2 and 3 only 

View Answer

Q10. Which of the following is NOT a benefit of using public frameworks and standards? 

A. Knowledge of public frameworks is more likely to be widely distributed 

B. They are always free ensuring they can be implemented quickly 

C. They are validated across a wide range of environments making them more robust 

D. They make collaboration between organizations easier by giving a common language 

View Answer