Quiz_Final_8

What is defined as a change of state that has significate for the management of an IT service?

• Problem

• Event

• Known error

• Incident

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

• Service desk

• Deployment management

• Service configuration management

• Problem management

What are guiding principles?

• A set of interconnected activities that help an organization deliver a valuable service

• Recommendations that help an organization when adopting a service management approach

• A description of one or more services that help address the needs of a target consumer group

• A set of specialized organizational capabilities for enabling value for customers

What should be used to set user expectations for request fulfillment times?

• The time that the customer indicates for service delivery

• The service levels of the supplier

• The time needed to realistically deliver the service

• The consumer demand for the service

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

• Keep it simple and practical

• Progress iteratively with feedback

• Collaborate and promote visibility

• Think and work holistically

What term is used to describe whether a service will meet availability, capacity and security requirements?

• Utility

• Value

• Warranty

• Outcomes

Which are elements of the service value system?

• Governance, service value chain, practices

• Outcomes, utility, warranty

• Customer value, stakeholder value, organization

• Service provision, service consumption, service relationship management

Which practice is responsible for moving new or changed components to live or other environments?

• Supplier management

• Deployment management

• Change enablement

• Release management

Which statement about service relationship management is CORRECT?

• It requires the service consumer to create resources for the service provider

• It focuses on the fulfilment of the agreed service actions

• It requires co-operation of both the service provider and service consumer

• It focuses on the service actions performed by users

What is defined as an unplanned interruption or reduction in the quality of a service?

• An event

• A problem

• A change

• An incident