Question 1

Which is responsible for the production of the service design package (SDP)? 

A. Service portfolio management   
B. Service catalogue management   
C. Design coordination   
D. Service design   

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Question 2

Which function is responsible for the closure of an incident record? 

A.  Event management
B. The service desk   
C. Either the service desk or an appropriate third party engineer   
D. Any appropriate function   

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Question 3

How are groups, teams, departments and divisions classified? 

A. Processes  
B. Functions  
C. Roles  
D. Technicians  

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Question 4

A. An organization supplying services to only external customers.   

B. The customer of an IT Service provider who defines and agrees the service targets.   
C. The implementation and management of quality IT services that meet business needs.   
D. The resources that are utilized to provide value to customers through services.   

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Question 5

An incident is proving difficult to resolve. A technician informs their manager that more resource isneeded to restore the service.What has taken place?

A. A functional escalation   
B. A service level escalation   
C. An incident resolution   
D. A hierarchic escalation   

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Question 6

Which process monitors and improves the performance of the servicetransition stage of the service lifecycle? 

A. Transition planning and support   
B. Design co-ordination   
C. Change management   
D.  Service transition management

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Question 7

Which process has the following objective 'Establish new or changed services into supportedenvironments within the predicted cost, time and resource estimates'?

A. Service strategy   
B. Service transition planning and support   
C. Service level management
D. Change management   

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Question 8

Which of the following areCORRECTService Design Aspects?1) Service Solutions for new or changed services2) Management policies and guidelines3) Business requirements technology and management architectures4) Process requirements technology and management architectures

A. 1 and 2   
B. 2 and 3   
C. 3 and 4   
D. 1 and 4   

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Question 9

Can service operation improve efficiency in the business operation by automating common routines? 

A. No,automating common routines improves effectiveness but not efficiency  
B. Yes, through automating common routines and introducing the service knowledge management System (SKMS)  
C. Yes, through automating common routines, more productive work can be carried out   
D. No, automating common routines only results in preventing common problems   

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Question 10

How shouldentries in the CSI register be categorized? 

A. Based on priority, urgency and impact to the business and to all its stakeholders   
B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term   
C. Based on IT servicename, cost to the business and expected outcomes to the customer   
D. Based on best improvement opportunities in the organization to achieve a competitive advantage   

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