Which one of the following contains information that is passed to service transition to enable the implementation of a new service?A . A service optionB . A service transition package (STP)C . A service...
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?A . EmployersB . StakeholdersC . RegulatorsD . AccreditorsView AnswerAnswer: B
What is the result of carrying out an activity, following a process or delivering an IT service known as?A . OutcomeB . IncidentC . ChangeD . ProblemView AnswerAnswer: A
Which of the following BEST describes the purpose of access management?A . To provide a channel for users to request and receive standard servicesB . Provides the rights for users to be able to...
Which one of the following is the BEST definition of the term service management?A . A set of specialized organizational capabilities for providing value to customers in the form of servicesB . A group...
Responsibilities and dependencies for both partiesA . 1 and 2 onlyB . 1 and 3 onlyC . 2 and 3 onlyD . All of the aboveView AnswerAnswer: D
Which process is responsible for managing relationships with vendors?A . Change managementB . Service portfolio managementC . Supplier managementD . Continual service improvementView AnswerAnswer: C
Which one of the following is an objective of service catalogue management?A . Negotiating and agreeing service level agreementB . Negotiating and agreeing operational level agreementsC . Ensuring that the service catalogue is made...
Change advisory board (CAB) Which one of the following is the BEST description of the items above?A . Job descriptionsB . FunctionsC . TeamsD . Roles, people or groupsView AnswerAnswer: D
What are underpinning contracts used to document?A . The provision of IT services or business services by a service providerB . The provision of goods and services by third party suppliersC . Service levels...
