Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
A. Service level management
B. Financial management
C. Demand management
D. Risk management
Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
Which of the following is NOT a source of best practice?
C. Academic research
D. Internal experience
What is a service delivered between two business units in the same organization known as?
A. Strategic service
B. Delivered service
C. Internal service
D. External service
What is the act of transforming resources and capabilities into valuable service better known as?
A. Service management
B. Incident management
C. Resource management
D. Service support
From the perspective of the service provider, who is the person or group that agrees their service targets?
A. The user
B. The customer
C. The supplier
D. The administrator
Which of the following identifies the purpose of service transition planning and support?
A. Provide overall planning for service transitions and co-ordinate the resources they require
B. Ensure that all service transitions are properly authorized
C. Provide the resources to allow all infrastructure elements of a service transition to be recorded
D. To define testing scripts to ensure service transitions are unlikely to ever fail
Which process would maintain policies, standards and models for service transition activities and processes?
A. Change management
B. Capacity management
C. Service transition planning and support
D. Release management
Which of the following identifies the purpose of design coordination?
A. Provide a single point of control for all activities and processes within the service design stage of
B. Ensuring all service designs have availability designed into them
C. Designing of all the links between every service design process and all other processes in the service lifecycle
D. Control of all supplier relationships from design right through to the production environment
Which process has the following objective, ‘Produce service design packages (SDPs) based on service charters and change requests’?
A. Service transition planning and support
B. Design coordination
C. Service level management
D. Change management
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