Quiz_5_Test_Exam

101. What is a change schedule used for?

• A. To help plan emergency changes

• B. To help authorize standard changes

• C. To help assign a change authority

• D. To help manage normal changes

102. What takes responsibility for the outcomes of service consumption?

• A. Organization

• B. Sponsor

• C. Customer

• D. Service provider

103. Which role approves the cost of services?

• A. User

• B. Change authority

• C. Sponsor

• D. Customer

104. What actions does a service desk take for all issues, queries and requests that are reported to them?

• A. Schedule, assess, authorize

• B. Diagnose, investigate, resolve

• C. Initiate, approve, fulfil

• D. Acknowledge, classify, own

105. Which is an external input to the service value chain?

• A. The 'improve' value chain activity

• B. An overall plan

• C. Customer requirements

• D. Feedback loops

106. Which describes the utility of a service?

• A. A service that is fit for use

• B. A service that meets its service level targets

• C. A service that increases constraints on the consumer

• D. A service that supports the performance of the consumer

107. Which is included in the purpose of the 'service level management' practice?

• A. To maximize the number of successful service and product changes

• B. To ensure accurate information about the configuration of services is available

• C. To set clear business-based targets for service levels

• D. To ensure that suppliers and their performance are managed appropriately

108. Which usually requires a team of representatives from many stakeholder groups?

• A. Fulfilling a service request

• B. Authorizing an emergency change

• C. Logging a new problem

• D. Investigating a major incident

109. Which value chain activity ensures that service components meet agreed specifications?

• A. Plan

• B. Design and transition

• C. build

• D. Deliver and support

110. What is the purpose of the 'information security management' practice?

• A. To protect the information needed by the organization to conduct its business

• B. To observe services and service components

• C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

• D. To plan and manage the full lifecycle of all IT assets