58 Online Practice Questions and Answers

When can a known error record be raised?

1.

At any time it would be useful to do so

2.

After a workaround has been found

A. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

Where should the following information be stored?

1.

The experience of staff

2.

Records of user behaviour

3.

Supplier's abilities and requirements

4.

User skill levels

A. The forward schedule of change

B. The service portfolio

C. A configuration management database (CMDB)

D. The service knowledge management system (SKMS)

What is the primary focus of the business 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

Which of the following statements is CORRECT for every process?

1.

It delivers its primary results to a customer or stakeholder

2.

It defines activities that are executed by a single function

A. Both of the above

B. 1 only

C. Neither of the above

D. 2 only

Where are the details of core and enhancing services provided?

A. The definitive media library

B. The configuration management system

C. The service portfolio

D. The service catalogue

Which of the following statements is CORRECT?

A. IT Service Continuity Management can only take place once Business Continuity Management has been established

B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

C. Business Continuity Management and IT Service Continuity Management must be established at the same time

D. IT Service Continuity Management is not required when IT is outsourced to a third party provider

When is it confirmed if a project's objectives have been achieved?

A. During the Closing a Project process

B. During the final end stage assessment

C. During the Controlling a Stage process

D. During the Managing Product Delivery process

Which of the following are benefits to the business of implementing Service Transition?

(1)

Ability to adapt quickly to new requirements

(2)

Reduced cost to design new services

(3)

Improved success in implementing changes

A.

1 and 2 only

B.

2 and 3 only

C.

1 and 3 only

D.

None of the above

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

A. Service Portfolio Management

B. Service Level Management

C. Component Capacity Management

D. Demand Management

Effective release and deployment management enables the service provider to add value to the business by?

A. Ensuring that all assets are accounted for

B. Ensures that the fastest servers are purchased

C. Delivering change, faster and at optimum cost and minimized risk

D. Verifying the accuracy of all items in the configuration management database