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Which statement should NOT be part of the value proposition for Service Design?
Which statement should NOT be part of the value proposition for Service Design?A . Reduced total cost of ownershipB . Improved quality of serviceC . Improved Service alignment with business goalsD . Better balance of technical skills to support live servicesView AnswerAnswer: D
Which of the following is NOT a valid objective of problemmanagement?
Which of the following is NOT a valid objective of problemmanagement?A . To prevent problems and their resultant IncidentsB . To manage problems throughout their lifecycleC . To restore service to a userD . To eliminate recurring incidentsView AnswerAnswer: C
Which two processes will contribute MOST to enabling effective problem detection?
Which two processes will contribute MOST to enabling effective problem detection?A . Incident and financial managementB . Change and release and deployment managementC . Incident and event managementD . Knowledge and service level managementView AnswerAnswer: C
Which of the following is the best definition of ITservice management?
Which of the following is the best definition of ITservice management?A . An internal service provider that is embedded within a business unitB . A complete set of all the documentation required to deliver world class services to customersC . Technical implementation of supporting IT infrastructure componentsD . The implementation...
What are the categories of event described in the UIL service operation book?
What are the categories of event described in the UIL service operation book?A . Informational, scheduled, normalB . Scheduled, unscheduled, emergencyC . Informational, warning, exceptionD . Warning, reactive, proactiveView AnswerAnswer: C
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?A . Service StrategyB . Continual Service ImprovementC . Service OperationD . Service DesignView AnswerAnswer: B
Responsibilities and dependencies for both parties
Responsibilities and dependencies for both partiesA . 1 and 2 onlyB . 1 and 3 onlyC . 2 and 3 onlyD . All of the aboveView AnswerAnswer: D
Which one of the following is the CORRECT set of steps for thecontinual service improvement approach?
Which one of the following is the CORRECT set of steps for thecontinual service improvement approach?A . Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveB . Where do we want to be?; How do we get there?; How do we check we arrived?; How...
What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?
What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?A . Business servicesB . Component servicesC . Supporting servicesD . Customer servicesView AnswerAnswer: C
What are customers of IT services who work in the same organization as the service providerknown as?
What are customers of IT services who work in the same organization as the service providerknown as?A . Strategic customersB . External customersC . Valued customersD . Internal customersView AnswerAnswer: D
