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1、By breaking down vertical business silos and shifting the business model to more horizontal processes ITSM aims to:a. increase the decision making power of employeesb. decrease the decision making power of employeesc. centralise the management of ITd. develop a technology focus of IT servicesWhich o
2、f the following is FALSE about Part 1 of the ISO/IEC 20000 standard?a. it can be used by organisations seeking services from a service providerb. it can be used by an organisation that requires a consistent approach by all its service providersc. it cannot be used by service providers to monitor, me
3、asure and review its service management processes and servicesd. it can be used by an assessor as the criteria for conformity assessment of a service providers SMSThe ISO/IEC 20000 service management system (SMS) specifies requirements that include:a. the design, transition and improvement of servic
4、es to fulfil service requirements b. requirements to plan, maintain and revise the SMSc. requirements for plan, do, check, actd. requirements for strategy, design, transition, operation and continual service improvementA single SLA may cover:a. single customers onlyb. multiple customersc. multiple s
5、ervices or multiple customers d. no more than five customersWhen there are no new or changed services to which the ISO/IEC 20000 clause 5 applies, all services can be delivered directly by:a. clauses 1 to 2b. clauses 3 to 4c. clauses 6 to 7d. clauses 6 to 9 Which resources should the service provide
6、r make available to establish, implement, maintain and improve the SMS?a. documentation, capabilities and toolsb. management commitment, finances and toolsc. documentation, awareness and communicationd. human resources, technical resources, information and financial resources A structured set of act
7、ivities to accomplish a defined objective:a. functionb. servicec. process d. FrameworkThe management requirements for the IT organisation focus on TWO aspects:a. service management and service governanceb. Compliance with internal and external policies, laws and regulations and provision of benefits
8、 for the stakeholders of the organisation c. service deliver and service supportd. service utility and service warrantyWhich one of the following statements is TRUE?a. Continuous measuring and exception-based monitoring are both mainly used for essential systemsb. There is a distinction between perf
9、ormance and outputc. There is no distinction between metrics and measuringd. KPI stands for key performance integrationThe strategy that a service provider will follow to define and execute services that meet a customers business objectives:a. process strategyb. ITSM strategyc. business strategyd. s
10、ervice strategy Which of the following is an output of the BRM process?a. stakeholder definitions b. customer requirementsc. service level agreementsd. service catalogueUPs are based on roles and responsibilities within organisations. Pattern matching using PBAs and UPs ensure a systematic approach
11、to understanding and managing demand from customers. What does UP stand for?a. utility profileb. user profiles c. utility packaged. user packageITSM is the implementation and management of quality IT services:a. that meet the needs of the suppliersb. that meet the needs of the processesc. that meet
12、the needs of the business d. that meet the needs of the ITThere are several ways to organise service operation functions:a. by size, geography, culture and business environment b. by size, geography, customers and technologyc. by size, income, culture and business number of customersd. by size, inco
13、me, customers and technologyThe complete set of activities that are managed by the service provider:a. programb. projectc. processd. service portfolio Which of the following are the roles required for budgeting and accounting for services?a. process owner, process manager, process procedure personne
14、l, budgeting and accounting manager, manager accountable for specific budget in the service organisation b. process procedure personnel, budgeting and accounting managerc. manager accountable for specific budget in the service organisationd. process owner, process manager, process procedure personne
15、lTypically requests to a service desk are made by:a. acts of parliamentb. Facebook postsc. phone calls d. minutes of meetingsWhich of the following statements is true?a. the applications management lifecycle is an alternative for the service management lifecycleb. applications are not part of servicesc. applications must not be managed as servicesd. the applications management lifecycle is not an alternative for the service management lifecycle Which of the following statements is TRUE? ITIL is:a. a book b. a standard c. a computer program d. a framework According
