WorksheetsCITSM
Total questions: 20
Worksheet time: 17mins
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
What is the term for customer of IT services who work in tbe same organization as the service provider?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
A. 1 and 3 only
B. 1 and 2 only
C. 1, 2, 3 only
D. 3 only
What is tbe RACI model used for?
A. Performance analysis
B. Recording Configuration Items (CIs)
C. Monitoring services
D. Defining roles and responsibilities
An incident occurs when:
A. A portion of a network has failed, however it is not noticeable to users because of built in redundancy
B. An employee calls the service desk to report the system for entering time is very slow
C. A customer representative can't access a needed application
D. All of these are correct
Which body is charged with considering and recommending the adaption or rejection of emergency changes?
A. Release and Deployment Management
B. Change Advisory Board
C. Emergency Change Advisory Board
D. Transition Planning and Support
Which of the following are responsibilities of Service Level Management?
1. Agreeing targets in SLA
2. Designing the service so that it can meet the targets
3. Ensuring all needed contracts and agreements are in place
A. All of the above
B. 2 and 3 only
C. 1 and 2 only
D. 1 and 3 only
A Service Level Agreement is?
A. Part of a contract that specifies responsibilities of each party
B. An agreement between the Service Provider and an internal organization
C. An agreement between the Service Provider and an external supplier
D. An agreement between the Service Provider and their customer
Which of the following is NOT a service desk organizational structure?
A. Multi-level
B. Follow the sun
C. Local
D. Virtual
What are the sub functions within IT Operations Management?
1. Network Operations Center
2. Facilities Management
3. IT Operations Control
4. Backup and Recovery
A. 2 and 3
B. 1 only
C. 1 and 4
D. None of the above
Tje objective of _______ is to share perspectives, ideas, experience and information to ensure these are available at the right place and time to enable informed decisions
A. Service Transition
B. Release and Deployment Management
C. Change Management
D. Knowledge Management
