Quizzes
Create Quiz
Random Quiz
Polls
Surveys
Questions
Scored Quizzes
Personality Quizzes
Stories
Write Story
Random Story
Single-Author Stories
Group Stories
Chain Stories
Create
Quiz
Story
Topics
Categories
Games
Blog
FAQ
Search
Create
Create Quiz
Create Story
Quizzes
Random Quiz
Polls
Surveys
Questions
Scored Quizzes
Personality Quizzes
Stories
Random Story
Single-Author Stories
Group Stories
Chain Stories
Topics
Games
Blog
Find Quizzes
Filter Results By:
Search For:
Polls
Surveys
Questions
Scored Quizzes
Personality Quizzes
Search In:
Title
Tags
Questions
Answers
SEARCH
Find Stories
Filter Results By:
Search For:
Single-Author Stories
Group Stories
Chain Stories
Search In:
Title
Tags
SEARCH
Find Users
Filter Results By:
Age:
from:
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
to:
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
Gender:
male
female
Distance:
Within:
5
25
75
100
miles
of zip code:
SEARCH
Login
Login
Sign Up
Introduction To Service Management
by:
Nuwulang
272 Responses
1
2
3
4
5
5.0/5.0 (
1
vote)
Remove from Favorites
Add to Favorites
Completed
0
of
20
questions.
1
One of the five major aspects of Service Design is the design of the service solutions. It includes?
Only capabilities needed and agreed
Only resources and capabilities needed
Requirements, resources and capabilities needed and agreed
Only requirements needed and agreed
2
The BEST description of the purpose of Service Operation is?
To deliver and support IT Services at agreed levels to business users and customers
To design and build processes that will meet business needs
To proactively prevent all outages to IT Services
To decide how IT will engage with suppliers during the Service Management Lifecycle
3
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
Vision and Strategy, Tactical Goals and Operational Goals
Business and IT Strategy and Process Definitions
Process Models, Goals and Objectives
Business Objectives, IT Objectives, Process Metrics
4
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Service Level Management
Availability Management
Continual Service Improvement
Business Relationship Management
5
Which is NOT a purpose of Service Transition?
Provide training and certification in project management.
Plan and manage the capacity and resource requirements to manage a release.
Provide quality knowledge of Change, Release and Deployment Mgmt.
Ensure that a service can be managed, operated and supported.
6
"Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the fo
Markets and Customers
Functions and Processes
Applications and Infrastructure
People, products and technology
7
Which of the following statements about processes is INCORRECT?
The output from a process has to conform to operational norms derived from business objectives
The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
The objective of any IT process should be expressed in terms of business benefits and goals
A process may define policies, standards and guidelines
8
"Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the fo
Applications and Infrastructure
Markets and Customers
Functions and Processes
People, products and technology
9
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analysed from which other area of the lifecycle in order to answer the question "Did we get the
Service Operation
Service Design
Service Strategy
Service Transition
10
The term 'Service Management' is best used to describe?
Units of organisations with roles to perform certain activities
A set of specialized organizational capabilities for providing value to customers in the form of services
A set of specialised organisational capabilities for providing functions to customers in the form of services
The management of functions within an organisation to perform certain activities
11
The BEST description of the purpose of Service Operation is?
To deliver and support IT Services at agreed levels to business users and customers
To decide how IT will engage with suppliers during the Service Management Lifecycle
To design and build processes that will meet business needs
To proactively prevent all outages to IT Services
12
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
Service Strategy
Service Operation
Service Design
Service Transition
13
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
Each stage should be carried out once in the order Plan-Do-Check-Act
There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Improvement
The entire cycle should be repeated multiple times to implement Continual Improvement
There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
14
The BEST description of the purpose of Service Operation is?
To decide how IT will engage with suppliers during the Service Management Lifecycle
To deliver and support IT Services at agreed levels to business users and customers
To proactively prevent all outages to IT Services
To design and build processes that will meet business needs
15
A plan for managing the end of a supplier contract should be created when?
The contract is being negotiated
The Supplier Manager decides that there is a risk the contract might need to end soon
The contract is about to be ended
The contract has been agreed
16
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Service Level Management
Business Relationship Management
Continual Service Improvement
Availability Management
17
Which of the following statements is CORRECT?
The KEDB and the CMS form part of the larger SKMS
The Service Knowledge Management System (SKMS) is part of the CMS
The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
The CMS is part of the Configuration Management Data Base (CMDB)
18
The BEST description of the guidance provided by Service Design is?
The design and development of service improvements
The day-to-day operation and support of services
The design and development of services and service management processes
The design and development of new services
19
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?
It is possible that responsiveness may suffer and customers needs may not be met within business Timescales
Customers’ needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
From the information given, it is not possible to comment regarding the impact on responsiveness of overemphasis on stability
There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
20
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
Produce and maintain all necessary Service Transition packages
Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation
Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
Measuring the effectiveness and efficiency of Service Design and the supporting processes
Created by
Nuwulang
Nuwulang
29, Female
Singapore, SG
Send Friend Request
Similar Quizzes
Service Operation Functions – The Servic ...
Service Operation Processes – Incident M ...
Service Transition Fundamentals
Service Transition - Change Management
Service Transition - Service Asset & Con ...
Service Transition - Release & Deploymen ...
Service Transition - Transition Planning ...
ITIL V3 -Extracts from dump
ITILV3-Extracts from dump
Categories
Education
,
Teaching
Tags
itil-manager
Sponsored Content
© 2021 Polarity Technologies
About
FAQ
Terms
Privacy Policy and Your Privacy Rights
For Parents
Contact Us
X
uibblo Membership is FREE!
Create Your Profile in 30 Seconds
Already have a Quibblo account? Login
Connect via...
Or Use Your Email
Email Address
Username
Password
Confirm Password
Gender
Male
Female
MM
DD
YYYY
Birth Date
Last Name
By becoming a Quibblo member you are agreeing to the
terms and conditions
and
privacy policy
.
Create Your Profile
Welcome Back!
It's Good To See You Again.
Login via...
Login Using Your Email
Email Address
Password
Register
Forgot Password?
Login
X
Invite Next Author
Write a short message (optional)
or via Email
Submit
Enter Quibblo Username
Submit
X
Report This Content
Reason
It's inappropriate
It's bullying
It's spam
Report