CITSM

Which of the following are sourcea of best practice?

1. Academic research

2. Internal experience

3. Industry practices

• A. All of the above

• B. 1 and 3 only

• C. 1 and 2 only

• D. 2 and 3 only

In which of tje following areas would IT-IL® complementary guidance provide assistance?

1. Adapting best practice for specific industry sectors

2. Integratinh IT-IL® with other operating models

• A. Both of the above

• B. Neither of the above

• C. Option 1 only

• D. Option 2 only

Which of the following is NOT a source of best practice?

• A. Standards

• B. Technology

• C. Academic research

• D. Internal experience

What is the term fot a service delivered between two business units in the same organization?

• A. Strategic service

• B. Delivered service

• C. Internal service

• D. External service

From the perspective of the service provider, who is the person or group that agrees their service targets?

• A. The users

• B. The customer

• C. The supplier

• D. The administrator

What should a service always deliver to customers?

• A. Applications

• B. Infrastructure

• C. Value

• D. Resources

Which one of the following is NOT a characteristic of a process?

• A. It is measurable

• B. It delivers specific results

• C. It responds to specific events

• D. It is a structure within an organization

Looking for ways to improve process efficiency and cost effectiveness is the purpose of which stage of the Service Life Cycle?

• A. Service design

• B. Continual Service Improvement

• C. Service Operation

• D. Service Transitions

Match the following activities with the Deming Cycle stages:

1. Monitor, Measure and Review

2. Continual Improvement

3. Implement Initiatives

4. Plan for improvement

• A. 1-Plan, 2-Do, 3-Check, 4-Act

• B. 3-Plan, 2-Do, 4-Check, 1-Act

• C. 4-Plan, 3-Do, 1-Check, 2-Act

• D. 2-Plan, 3-Do, 4-Check, 1-Act

The Plan-Do-Check-Act cycle can be used to plan and improvement Service Management Processes. How many times should each stage of the cycle be visited?

• A. There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Improvement

• B. Each stage should be carried out once the in the order Plan-Do-Check-Act

• C. The entire cycle should be repeated multiple time to implement Continual Improvement

• D. There should be a single Plan, then Do, Check, Act cycle should be repeated multiple times to implement Continual Improvement