140-160 Flashcards
QUESTION 140
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
A. Define measurable targets
B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics
D
QUESTION 141
What is important for a ‘continual improvement register’ (CIR)?
A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed
A
QUESTION 142
What can a service remove from the consumer and impose on the consumer?
A. Utility
B. Asset
C. Cost
D. Outcome
C
QUESTION 143
In which step of the ‘continual improvement model’ is an improvement plan implemented?
A. What is the vision?
B. How do we get there?
C. Take action
D. Did we get there?
C
QUESTION 144
Which is a purpose of the ‘service level management’ practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization’s suppliers and their performance are managed appropriately
C. To set clear business-based targets for service levels
D. To support the agreed quality of a service handling all agreed, user-initiated service requests
C
QUESTION 145
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to response to change requests
C. The average resolution time for incidents
D. The number of problems resolved
A
QUESTION 146
What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management
B. Practices
C. A value stream
D. Service level management
D
QUESTION 147
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfillment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfillment should be carried out by service desk staff without automation
B
QUESTION 148
Identify the missing word in the following sentence.
A user is [?] that uses services. A. an organization B. a role C. a team D. a supplier
B
QUESTION 149
Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
D
QUESTION 150
What is a change schedule PRIMARILY used for?
A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts
D