Service Design: Design the processes
Service Strategy: Develop the offerings
Service Transition: Plan and prepare for deployment
Service Operation: IT Operations Management
Service Catalogue Management
Service Level Management
IT Service Continuity Management
Capacity Management
1, 2 and 3 only
1 and 2 only
1, 2 and 4 only
All of the above
Continual Service Improvement
Business Relationship Management
Service Level Management
Availability Management
IT Services and Components
IT Services and Business Processes
Components and Business Processes
IT Services, Components and Business Processes
1 only
All of the above
1 and 2 only
1 and 3 only
Change Management
Service Portfolio Management
Supplier Management
Continual Service Improvement
A configuration management database (CMDB)
A capacity management database (CMDB)
A configuration management system (CMS)
A capacity management information system (CMIS)
Capacity Management
Incident Management
Service Level Management
Financial Management
1, 2 and 4 only
1, 2 and 3 only
2, 3 and 4 only
1, 3 and 4 only
1,2 and 3 only
All of the above
1 and 2 only
2 and 4 only
The Change Advisory Board
A person that provides formal authorisation for a particular type of change
A role, person or a group of people that provides formal authorisation for a particular type of change.
The Change Manager who provides formal authorisation for each change
Technical Management (TM)
Emergency Change Advisory Board (ECAB)
Urgent Change Board (UCB)
Urgent Change Authority (UCA)
A change to a contract with a supplier
A firmware upgrade to a server that is only used for IT Service Continuity purposes
An urgent need to replace a CPU to restore a service during an incident
A change to a business process
To build, test and deliver the capability to provide the services specified by Service Design
To ensure that each Release package specified by Service Design consists of a set of related assets and service components
To ensure that all changes can be tracked, tested and verified if appropriate
To record and manage deviations, risks and issues related to the new or changed service
All of the above
1, 2 and 3 only
1, 2 and 4 only
2, 3 and 4 only
Technical Management
Service Desk
Applications Management
Facilities Management
Measuring and improving the efficiency and effectiveness of processes
Ensuring that processes and procedures are correctly followed
Reducing the total cost of providing services
Ensuring that agreed Service Level Requirements are met
Something that will not happen
Something that will happen
Something that has happened
Something that might happen
The part of a contract that specifies responsibilities of each party
An agreement between the Service Provider and an internal organization
An agreement between a Service Provider and an external supplier
An agreement between the Service Provider and their customer
The provision of IT services or business services by a Service Provider
The provision of goods and services by Suppliers
Service Levels that have been agreed between the Service Provider and their Customer
Metrics and Critical Success Factors (CSFs) in an external agreement
Facilities Management
Access Management
Request Fulfilment
Request Fulfilment
Service Level Management
Service Portfolio Management
Request Fulfilment
Demand Management
Assessing changes to understand their potential impact
Modeling arrival rates and performance characteristics of service requests
Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
Defining how frequently received user requests should be handled
To provide security staff for Data Centers and other buildings
To manage access to computer rooms and other secure locations
To manage access to the Service Desk
To manage the right to use a service or group of services
1, 2, and 3 only
All of the above
1, 2 and 4 only
3 and 4 only
The portion of a service or IT infrastructure that is normally released together
The smallest part of a service or IT infrastructure that can be independently changed
The portion of a service or IT infrastructure that is changed by a particular release
A metric for measuring the effectiveness of the Release and Deployment Management process
Service Asset and Configuration Management
Event Management
Service Catalogue Management
Performance Management
1 only
2 only
Both of the above
Neither of the above
Demand Management
Incident Management
Release and Deployment Management
Request Fulfilment
The Change Management Process Owner
The Change Advisory Board (CAB)
The Service Owner
The Continual Service Improvement Manager
The IT Director
The Process Owner
The Service Owner
The Customer
Capacity Management only
3rd line support
Information Security Management
Change Management
The design of the Service Portfolio, including the Service Catalogue
The design of new or changed services
The design of Market Spaces
The design of the technology architecture and management systems
Act
Plan
Do
Coordinate
1, 3 and 4 only
All of the above
1, 2 and 3 only
1, 2 and 4 only
Is responsible for the day-to-day monitoring and operation of the service they own
Is responsible for contributing to continual improvement affecting the service they own
Is a primary stakeholder in all of the underlying IT processes which support the service they own
Is accountable for a specific service within an organization
Tell others about the progress of an activity
Perform an activity
Be kept up to date on the progress of an activity
Manage an activity
RACI Model
Service Model
Continual Service Improvement (CSI) Model
Plan, Do, Check, Act (PDCA) Model
Ensuring that information in the Service Catalogue is accurate
Ensuring that information within the Service Pipeline is accurate
Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
Ensuring that all operational services are recorded in the Service Catalogue
Change Management
Service Catalogue Management
Supplier Management
Release and Deployment Management
1 and 2 only
3 only
1 and 3 only
All of the above
The IT Executive
The ISO27001 Standard
The Business
The Service Level Manager
The Service Level Management
The IT Service Continuity Management
The Service Catalogue Management
The Supplier Management
Applications
Infrastructure
Value
Resources
The Service Provider
The Service Level Manager
The Customer
The Finance department
Service Design
Service Transition
Service Strategy
Service Operation
Change Management
Service Transition
Service Strategy
Service Design
1 and 2 only
2 and 3 only
1 and 3 only
All of the above
Capacity Management
Governance
Service Design
Service Level Management
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