Quiz Flashcards
Which of the following events is an example of a service request?
A new application needs to be installed on a computer.
Which option is an objective example of customer experience (CX)?
On-time delivery of what was ordered
What is the key message of the Keep it simple and practical guiding principle?
Always use the minimum number of steps to accomplish an objective
________ is/are a reasonable approach to the management of a particular type of change
Change models
Which statement is FALSE about the role of measurement in the Start where you are guiding principle?
Direct observation should never be the preferred option
Which role of the Service Design phase should ensure that all service definitions are documented and communicated to all relevant parties?
Service Catalog Manager
The central element in the SVS is the _____, an operating model which outlines the key activities required to demands and facilitate value realization through the creation and management of products and services.
Service value chain
Which definition BEST describes an incident?
an unplanned disruption to an IT service
What is defined as “a request from a user or a user’s authorized representative that initiates a service action which has been agreed upon as a normal part of service delivery”?
service request
Which role is responsible for identifying and understanding the current and future service requirements of customers and documenting them in the Service Level Agreement (SLA) and Service Level Requirement (SLR) documents?
Service Level Manager
Which statement is true regarding the relationship between problem management activities and incident management activities?
They can both complement or conflict with each other
Which entity is actually responsible for paying for a service?
customer
Which issue has a workaround or solution documented?
known error
Which service asset value is based on availability and reliability?
warranty
Which process of the Service Operation phase is concerned with minimizing the impact of an incident?
Incident Management
A person or group who authorizes a change is known as a(n) _____
change authority
Which of the following statements is FALSE regarding outputs of services?
They are a result for a stakeholder
Which aspect of Information Security Management ensures that data is complete, accurate, and protected against modification?
integrity
Which step of the continual improvement model is most closely linked with the Start where you are guiding principle?
Where are we now?
Which of the following is NOT part of service consumption?
Fulfillment of the agreed service actions
What is the primary use of the Definitive Media Library (DML)?
to store and protect all authorized versions of software and documentation
There has been a data breach detected in an organization’s database. What kind of change should be implemented to fix this issue?
emergency change
Which of the following activities does NOT apply to error control?
documenting workarounds
Which change needs to be scheduled, assessed, and authorized following a process?
normal change
What is defined as “a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction”?
Cloud computing
Which of the following is NOT a cost a consumer needs to consider when assessing the value of a service?
Security breaches
Which entity is responsible for the outputs of service delivery?
Provider
Which value chain activity focuses on ensuring continual improvements of products, services, and practices across all value chain activities and the four dimensions of service management?
Improve
Which type of agreement specifies the level, scope, and quality of services to be provided to the customers?
Service Level Agreement (SLA)
