Sample Test C & D Flashcards by Jeff Peeples

Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

a) What is the vision?
b) Did we get there?
c) Is there budget?
d) Where are we now?

c) Is there budget?

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What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analyzing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of Service Management

a) Documenting the roles and relationships of stakeholders in a process or activity

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What is the main reason for establishing a baseline?

a) To standardize operation
b) For knowing the cost of services provided
c) For roles and responsibility to be clear
d) For later comparison

d) For later comparison

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Which of the following is NOT an objective of Service Operation?

a) Through testing, to ensure that services are designed to meet business needs
b) To deliver and support IT services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes

a) Through testing, to ensure that services are designed to meet business needs

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Which of the following statements is CORRECT about patterns of demand generated by the
customer’s business?
a) They are driven by patterns of business activity
b) It is impossible to predict how they behave
c) It is impossible to influence demand patterns
d) They are driven by the delivery schedule generated by capacity management

a) They are driven by patterns of business activity

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Which of the following is NOT one of the ITIL core publications?

a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy

a) Service Optimization

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Which of the following statements is CORRECT?

Only one person can be responsible for an activity
Only one person can be accountable for an activity
a) All of the above
b) 1 only
c) 2 only
d) None of the above

c) 2 only

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Which is the correct sequence of events in the selection of a technology tool?

a) Select Product, Requirements, Selection Criteria, Evaluate Product
b) Selection Criteria, Requirements, Evaluate Product, Select Product
c) Requirements, Selection Criteria, Select Product, Evaluate Product
d) Requirements, Selection Criteria, Evaluate Product, Select Product

d) Requirements, Selection Criteria, Evaluate Product, Select Product

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Which of the following are the three main types of metrics as defined in Continual Service
Improvement (CSI)?
1. Process Metrics
2. Supplier Metrics
3. Service Metrics
4. Technology Metrics
5. Business Metrics
a) 1, 2 and 3
b) 2, 4 and 5
c) 1, 3 and 4
d) 1, 2 and 4

c) 1, 3 and 4

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The priority of an Incident refers to?

a) The relative importance of the Incident based on impact and urgency
b) The speed with which the Incident needs to be resolved
c) The number of staff that will be assigned to work on the Incident so that it is resolved in time
d) The escalation path that will be followed to ensure resolution of the incident

a) The relative importance of the Incident based on impact and urgency

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The goal of Service Asset and Configuration Management is to?
a) Account for all financial assets of the organization
b) Provide a logical model of the IT infrastructure, correlating IT services and different IT
components needed to deliver the services
c) Build service models to justify the ITIL implementations
d) Implement ITIL across the organization

b) Provide a logical model of the IT infrastructure, correlating IT services and different IT
components needed to deliver the services

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Which are the missing Service Operation processes from the following?

Incident Management
Problem Management
Access Management
?
?
a) Event management and Request Fulfillment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management

a) Event management and Request Fulfillment

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Which of the following identifies two Service Portfolio components within the Service
Lifecycle?
a) Requirements Portfolio and Service Catalogue
b) Service Knowledge Management System and Service Catalogue
c) Service Knowledge Management System and Requirements Portfolio
d) Requirements Portfolio and Configuration Management System

a) Requirements Portfolio and Service Catalogue

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Which of the following areas would technology help to support during the Service Design
phase of the Lifecycle?
1. Hardware and Software design
2. Environmental design
3. Process design
4. Data design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only

c) All of the above

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Business drivers and requirements for a new service should be considered during?

a) Review of the router operating system patches
b) Review of the current capabilities of IT service delivery
c) The Post Implementation Review (PIR) of a change
d) Decommissioning legacy servers

b) Review of the current capabilities of IT service delivery

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The BEST definition of an event is?
a) An occurrence where a performance threshold has been exceeded and an agreed Service
Level has already been impacted
b) An occurrence that is significant for the management of the IT infrastructure or delivery of
services
c) A known system defect that generates multiple incident reports
d) A planned meeting of customers and IT staff to announce a new service or improvement
program

b) An occurrence that is significant for the management of the IT infrastructure or delivery of
services

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What does the Service V model represent?
a) A strategy for the successful completion of all Service Management projects
b) The path to Service Delivery and Service Support for efficient and effective utilization of
resources
c) Levels of Configuration and testing required to deliver a Service Capability
d) The business perspective as perceived by the customer and the user of services

b) The path to Service Delivery and

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Technical Management is NOT responsible for?
a) Maintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and support the IT
infrastructure
c) Defining the Operational Level Agreements for the technical teams
d) Diagnosis of, and recovery from, technical failures

c) Defining the Operational Level Agreements for the technical teams

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The following options are considered within which process?

Big bang vs. Phased
Push and Pull
Automated vs. Manual
a) Incident Management
b) Release and Deployment Management
c) Service Asset and Configuration Management
d) Service Catalogue Management

b) Release and Deployment Management

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Which of the following activities is Service Level Management responsible for?

a) Design the configuration management system from a business perspective
b) Create technology metrics to align with customer needs
c) Create a customer facing service catalogue
d) Train service desk on how to deal with customer complaints about service

c) Create a customer facing service catalogue

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When analyzing an outcome for creation of value for customers, what attributes of the
service should be considered?
a) Objectives, Metric, Desired outcome
b) Business Objectives, IT objectives, Process metrics
c) Desired outcome, Supplier metrics, IT objectives
d) People, Products, Technology

b) Business Objectives, IT objectives, Process metrics

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Setting policies and objectives is the primary concern of which of the following elements of
the Service Lifecycle?
a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service
Improvement

a) Service Strategy

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Which of the following BEST describes the purpose of Event Management?
a) The ability to detect events, make sense of them and determine the appropriate control
action
b) The ability to implement monitoring tools
c) The ability to monitor and control the activities of technical staff
d) The ability to report on the successful delivery of services by checking the uptime of
infrastructure devices

a) The ability to detect events, make sense of them and determine the appropriate control
action

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Consider the following statements:
1. CSI provides guidance on how to improve process efficiency and effectiveness
2. CSI provides guidance on how to improve services
3. CSI provides guidance on the improvement of all phases of the service lifecycle
4. CSI provides guidance on the measurement of processes and services
Which of the above statements is CORRECT?
a) 1 and 2 only
b) 2 only
c) 1, 2 and 3 only
d) All of the above

d) All of the above

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Which of the following statements are CORRECT about Functions? 1. They provide structure and stability to organizations 2. They are self-contained units with their own capabilities and resources 3. They rely on processes for cross-functional coordination and control 4. They are costlier to implement compared to processes a) 1, 2 and 3 only b) 1, 2 and 4 only c) All of the above d) None of the above

a) 1, 2 and 3 only

If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs? a) They are likely to increase gradually b) They are likely to increase dramatically c) They are likely to gradually reduce d) They are likely to reduce initially and then gradually return to current level

c) They are likely to gradually reduce

Which of the following statements about Supplier Management is INCORRECT? a) Supplier Management negotiates internal and external agreements to support the delivery of services b) Supplier Management ensures that suppliers meet business expectations c) Supplier Management maintains information in a Supplier and Contracts Database d) Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement

a) Supplier Management negotiates internal and external agreements to support the delivery of services

Which of the following BEST describes a Local Service Desk structure? a) A Service Desk that also provides onsite technical support to its users b) A Service Desk where analysts only speak one language c) A Service Desk that is situated in the same location as the users it serves d) A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location

c) A Service Desk that is situated in the same location as the users it serves

What is the role of the Emergency Change Advisory Board (ECAB)? a) To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods b) To assist the Change Manager in implementing emergency changes c) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved d) To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.

c) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved

Which of the following is a good use of a baseline? a) The desired end state of a project b) A marker or starting point for later comparison c) The current desktop models in use d) The type of testing to be done for a release

b) A marker or starting point for later comparison

The main objective of Availability Management is? a) To monitor and report availability of services and components b) To ensure that all targets in Service Level Agreements (SLAs) are met c) To guarantee availability levels for services and components d) To ensure that service availability matches or exceeds the agreed needs of the business

d) To ensure that service availability matches or exceeds the agreed needs of the business

Operations Control refers to? a) The managers of the Technical and Applications Management functions b) Overseeing the execution and monitoring of IT operational events and activities c) The tools used to monitor and display the status of the IT Infrastructure and Applications d) The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available

b) Overseeing the execution and monitoring of IT operational events and activities

Which off the following is a characteristic of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It responds to a specific event 5. It delivers its primary result to a customer or stakeholder a) 1, 2, 3 and 4 only b) 1, 2, 4 and 5 only c) 1, 3, 4 and 5 only d) All of the above

c) 1, 3, 4 and 5 only

Which of the following is NOT an example of a Service Request? a) A user calls the Service Desk to order a toner cartridge b) A user calls the Service Desk because they would like to change the functionality of an application c) A Manager submits a request for a new employee to be given access to an application d) A user logs onto an internal website to download a licensed copy of software from a list of approved options

b) A user calls the Service Desk because they would like to change the functionality of an application

A Service Level Package is best described as? a) A definite level of utility and warranty associated with a core service package b) A description of customer requirements used to negotiate a Service Level Agreement c) A description of the value that the customer wants and for which they are willing to pay d) A document showing the Service Levels achieved during an agreed reporting period

a) A definite level of utility and warranty associated with a core service package

Incident Management has a value to the business by? a) Helping to control infrastructure cost of adding new technology b) Enabling users to resolve Problems c) Helping to align people and process for the delivery of service d) Contributing to the reduction of impact

d) Contributing to the reduction of impact

A Service owner is responsible for which of the following? a) Recommending improvements b) Designing and documenting a Service c) Carrying out the Service Operations activities needed to support a Service d) Producing a balanced scorecard showing the overall status of all Services

a) Recommending improvements

The four stages of the Deming Cycle are? a) Plan, Measure, Monitor, Report b) Plan, Check, Re-Act, Implement c) Plan, Do, Act, Audit d) Plan, Do, Check, Act

d) Plan, Do, Check, Act

What is the CORRECT order of the first four activities in the 7 Step Improvement Process? a) Define what you should measure, define what you can measure, gather data and process data b) Gather data, process data, analyze data and present data c) What is the vision, where are we now, what do we want to be, how do we get there? d) Gather data, process data, define what you should measure and define what you can measure

a) Define what you should measure, define what you can measure, gather data and process data

Which of the following statements is CORRECT for all processes? a) They define activities, roles, responsibilities, functions and metrics b) They create value for stakeholders c) They are carried out by a Service Provider in support of a Customer d) They are units of organizations responsible for specific outcomes

b) They create value for stakeholders

The ITIL V3 core is best described as? a) An Operations Lifecycle b) An IT Management Lifecycle c) A Service Lifecycle d) An Infrastructure Lifecycle

c) A Service Lifecycle

Which aspect of Service Design is missing from the list below? 1. The design of services 2. The design of Service Management systems and tools 3. The design of technology architecture and management systems 4. The design of the processes required 5. ? a) The design of Functions b) The design of Service Level Agreements c) The design of applications d) The design of measurement systems, methods and metrics

d) The design of measurement systems, methods and metrics

Which of the following Roles is responsible for identifying opportunities for improvement? 1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner a) 1 and 2 only b) 1 and 3 only c) All of the above d) 2 and 3 only

c) All of the above

Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement b) Service Strategy, Service Transition and Service Operation c) Service Operation and Continual Service Improvement d) Continual Service Improvement

d) Continual Service Improvement

Which of the following is the most appropriate approach to carrying out Service Operations? a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure b) Service Operations should maintain a balance between an internal IT view and an external business view c) The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services d) IT Operations does not take an internal or external view as they execute processes defined by Service Design

b) Service Operations should maintain a balance between an internal IT view and an external business view

Which of the following statements about the Service Desk are CORRECT? 1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. The Service Desk is always the owner of the Incident Management process a) 2 only b) 1 only c) All of the above d) None of the above

d) None of the above

How does an organization use Resources and Capabilities in creating value? a) They are used to create value in the form of output for production management b) They are used to create value in the form of goods and services c) They are used to create value to the IT organization for Service Support d) They are used to create value to the IT organization for Service Delivery

b) They are used to create value in the form of goods and services

In which core publication can you find detailed descriptions of the following? 1. Service Portfolio Management 2. Demand Management 3. Financial Management a) Service Operations b) Service Strategy c) Service Transition d) Continual Service Improvement

b) Service Strategy

Which of the following statements BEST describes the role of Communication during Service Operation? a) Communication is defined as part of all processes and is executed in Service Operation b) Communication is a separate process that needs to be defined and executed with Service Operation c) Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle d) Communication is more important in Service Operation than in any other stage of the Service Lifecycle

c) Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle

A Process owner is responsible for which of the following? a) Purchasing tools to support the Process b) Ensuring that targets specified in an SLA are met c) Carrying out activities defined in the Process d) Monitoring and improving the Process

d) Monitoring and improving the Process

Demand Management is primarily used to? a) Increase customer value b) Eliminate excess capacity needs c) Increase the value of IT d) Align business with IT cost

b) Eliminate excess capacity needs

Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model? a) Facilitates clear communication and workflow practice across all parties involved in the CSI program b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing c) Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI d) Provides a clear focus for matching the CSI processes to financial planning

d) Provides a clear focus for matching the CSI processes to financial planning

Which of the following are objectives of the Release and Deployment Management process? 1. To ensure there are clear release and deployment plans 2. To ensure that skills and knowledge are transferred to operations and support staff 3. To ensure there is minimal unpredicted impact on production services 4. To provide cost justifiable IT capacity that is matched to the needs of the business a) 1, 2 and 3 only b) All of the above c) 1 and 3 only d) 1, 3 and 4 only

a) 1, 2 and 3 only

Which of the following questions is NOT answered by Service Portfolio Management? a) How should our resources and capabilities be allocated? b) What opportunities are there in the market? c) Why should a customer buy these services? d) What are the pricing or chargeback models?

b) What opportunities are there in the market?

Which of the following statements are NOT included in Access Management? 1. Verifying the identity of users requesting access to services 2. Setting the rights or privileges of systems to allow access to authorized users 3. Defining security policies for system access 4. Monitoring the availability of systems that users should have access to a) 3 and 4 only b) 1 and 3 only c) 2 and 3 only d) 1 and 2 only

a) 3 and 4 only

Application Management is NOT responsible for? a) Documenting and maintaining the technical skills required to manage and support Applications b) Managing applications through their lifecycle c) Assisting in the decision to build or buy new software d) Developing operational functionality required by the business

d) Developing operational functionality required by the business

``` If something cannot be measured, it should not be documented within which of the following? a) The Glossary of Terms b) A Service Level Agreement c) An Incident Management record d) A Configuration Item (CI) ```

b) A Service Level Agreement

What is the purpose of the Request Fulfillment Process? a) Dealing with Service Requests from the users b) Making sure all requests within an IT Organization is fulfilled c) Ensuring fulfillment of Change Requests d) Making sure the Service Level Agreement is met

a) Dealing with Service Requests from the users

``` Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Data mining and workflow tools 2. Measurement and reporting systems 3. Release and Deployment technology 4. Process Design a) 1, 2 and 3 only b) 1, 3 and 4 only c) 2, 3 and 4 only d) All of the above ```

a) 1, 2 and 3 only

Which of the following statements is CORRECT about ‘good practice’? a) It can be used to drive an organization forward b) It is something that is in wide industry use c) It is always documented in international standards d) It is always based on ITIL

b) It is something that is in wide industry use

Consider the following statements: 1. A Process should be traceable to a specific trigger 2. A characteristic of the “Process” is that it is performance driven and able to be measured Which of the above statements are CORRECT? a) 1 only b) All of the above c) None of the above d) 2 only

b) All of the above

“Warranty of a service” means which of the following? a) The service is fit for purpose b) There will be no failures in applications and infrastructure associated with the service c) All service-related problems are fixed free of charge for a certain period of time d) Customers are assured of certain levels of availability, capacity, continuity and security

d) Customers are assured of certain levels of availability, capacity, continuity and security

The objective of Service Asset and Configuration Management is most accurately described as? a) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximize their contribution to service levels b) To manage service assets and CIs from an operational perspective c) To ensure that assets and CIs deliver the business outcomes they were designed to achieve d) To define and control the components of services and infrastructure and maintain accurate configuration records

d) To define and control the components of services and infrastructure and maintain accurate configuration records

A Service Catalogue should contain which of the following? a) The version information of all software b) The organizational structure of the company c) Asset information d) Details of all operational services

d) Details of all operational services

Facilities Management refers to? a) The Management of IT services that are viewed as “utilities”, such as printers or network access b) The Management of an outsourcing contract c) The Management of the physical IT environment, such as a Data Center d) The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure

c) The Management of the physical IT environment, such as a Data Center

When planning and implementing a Continual Service Improvement (CSI) initiative, which of the following benefits is LEAST useful in supporting a business case? a) Reduce technology investment by $5m due to more accurate capacity and performance modeling processes b) Reduce support manpower demand by 30% due to automated incident and problem management processes c) Improve employee morale and therefore create better relationships between IT and business units d) Reduce Problem resolution by 50% and minimize critical system outages

c) Improve employee morale and therefore create better relationships between IT and business units

Which of the following would NOT be stored in the Definitive Media Library (DML)? a) Master copies of software b) Backups of application data c) Software licenses d) Master copies of controlled documentation

b) Backups of application data

The objective of the Change Management process is most accurately described as? a) Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner b) Ensuring that changes to IT infrastructure are managed efficiently and effectively c) Ensuring that all changes have appropriate back-out plans in the event of failure d) Protecting services by not allowing changes to be made

a) Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner

Functions are best described as? a) Without their own body of knowledge b) Closed loop systems c) Self-Contained units of organizations d) Focusing on transformation to a goal

c) Self-Contained units of organizations

What is the best definition of an Incident Model? a) The template used to define the Incident logging form used to report Incidents b) A type of Incident involving a standard (or model) type of Configuration Item (CI) c) A set of pre-defined steps to be followed when dealing with a known type of Incident d) An Incident that is easy to solve

c) A set of pre-defined steps to be followed when dealing with a known type of Incident

Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? a) Insourcing relies on internal resources; outsourcing relies on external organization(s) resources b) Insourcing relies on external organization(s) resources; outsourcing relies on internal resources c) Insourcing relies on co-sourcing; outsourcing relies on partnerships d) Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning

a) Insourcing relies on internal resources; outsourcing relies on external organization(s) resources

Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve d) To validate, assign resources, purchase technology and train people

a) To validate, direct, justify and intervene

A benefit of using Service Design tools is? a) To help ensure that standards and conventions are followed b) To help ensure that events are detected as quickly as possible c) To help enable different applications to work together d) To help implement architectures that support the business strategy

a) To help ensure that standards and conventions are followed

Which of the following is the CORRECT description of the Four P’s of Service Design? a) A four step process for the design of effective Service Management b) A definition of the people and products required for successful design c) A set of questions that should be asked when reviewing design specifications d) The four major areas that need to be considered in the design of effective Service Management

d) The four major areas that need to be considered in the design of effective Service Management

Consider the following statements: 1. Service Transition provides guidance on moving new and changed services into production 2. Service Transition provides guidance on testing 3. Service Transition provides guidance on the transfer of services to or from an external service provider Which of the above statements is CORRECT? a) 1 and 2 only b) 1 only c) All of the above d) 1 and 3 only

c) All of the above

Which is the first activity of the Continual Service Improvement (CSI) model? a) Assess the current business situation b) Understand high-level business requirements c) Agree on priorities for improvement d) Create and verify a plan

b) Understand high-level business requirements

An Incident occurs when: 1. A user is unable to access a service during service hours 2. An authorized IT staff member is unable to access a service during service hours 3. A redundant network segment fails, and the user is not aware of any disruption to service 4. A user contacts the Service Desk about slow performance of an application Which of the above statements is CORRECT? a) All of the above b) 1 and 4 only c) 2 and 3 only d) None of the above

a) All of the above

Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management b) Service Level Management c) Service Portfolio Management d) Contract Management

b) Service Level Management

The 7 Step Improvement Process can most accurately be described as? a) The Seven P’s of Continual Service Improvement (CSI) b) A service improvement methodology based on the Deming Cycle c) A set of roles and responsibilities for managing service improvements d) A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action

d) A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action

The Information Security Policy should be available to which groups of people? a) Senior business managers and all IT staff b) Senior business managers, IT executives and the Security Manager c) All customers, users and IT staff d) Information Security Management staff only

c) All customers, users and IT staff