QUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process?
A.Prepare for action
B.Define what you should measure
C.Where are we now?
D.Identify gaps in Service Level Agreement (SLA) achievement
Answer: B
QUESTION :32. Which of the following is NOT a FUNCTION?
A.Application Management
B.Service Desk
C.Incident Management
D.Technical Management
Answer: C
QUESTION :33. Which of the following BEST describes a Service Desk?
A.A process within Service Operation providing a single point of contact
B.A dedicated number of staff handling service requests
C.A dedicated number of staff answering questions from users
D.A dedicated number of staff handling Incidents and service requests
Answer: D
QUESTION :34. Which of these activities would you expect to be performed by a Service Desk?
1: Logging details of Incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Diagnosing the root-cause of problems
A.All of the above
B.1, 2 and 3 only
C.1, 2 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :35. Which of the following functions would be responsible for management of a data centre?
A.Technical Management
B.Service Desk
C.IT Operations Control
D.Facilities Management
Answer: D
QUESTION :36. Governance is concerned with:
A.Measuring and improving the efficiency and effectiveness of processes
B.Ensuring that defined strategy is actually followed
C.Reducing the total cost of providing services
D.Ensuring that agreed Service Level Requirements are met
Answer: B
QUESTION :37. A risk is:
A.Something that won't happen
B.Something that will happen
C.Something that has happened
D.Something that might happen
Answer: D
QUESTION :38. Which of the following BEST describes when a Known Error record should be raised?
A.A Known Error should not be raised until a temporary resolution or workaround has been found
B.A Known Error should be raised at any time that it would be useful to do so
C.As soon as it becomes obvious that a quick resolution of the Problem will not be found
D.Immediately following the Problem resolution, so a permanent historical record of all actions is retained in case
of a recurrence
Answer: B
QUESTION :39. IT Operations Management have been asked by a customer to carry out a non-standard activity,
that will cause them to miss an agreed service level target. How should they respond?
A.Refuse the request because they must operate the service to meet the agreed service levels
B.Make a decision based on balancing stability and responsiveness
C.Accept the request as they must support customer business outcomes
D.They should escalate this decision to Service Strategy
Answer: B
QUESTION :40. Which process is responsible for recording relationships between service components?
A.Service Level Management
B.Service Portfolio Management
C.Service Asset and Configuration Management
D.Incident Management
Answer: C
QUESTION :41. A single Release unit, or a structured set of Release units can be defined within:
A.The RACI Model
B.A Release Package
C.A Request Model
D.The Plan, Do, Check, Act (PDCA) cycle
Answer: B
QUESTION :42. Which of the following might be used to define how a future Problem or Incident could be managed?
1: Incident Model
2: Known Error Record
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Answer: C
QUESTION :43. Which process is responsible for low risk, frequently occurring, low cost changes?
A.Demand Management
B.Incident Management
C.Release and Deployment Management
D.Request Fulfilment
Answer: D
QUESTION :44. Which role is accountable for a specific service within an organisation?
A.The Service Level Manager
B.The Business Relationship Manager
C.The Service Owner
D.The Service Continuity Manager
Answer: C
QUESTION :45. Which of the following is NOT an aim of the Change Management process?
A.Overall business risk is optimised
B.Standardised methods and procedures are used for efficient and prompt handling of all Changes
C.All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
System (CMS)
D.All budgets and expenditures are accounted for
Answer: D
