Select the correct choice for each of the following questions and score a perfect!
Definig role and rspnsibilities
Monitoring services
Performance analysis
Recording Configuration Items
Requirement to always call the service desk for service request
Menu-driven range of self help and service requests
Web front-end
A direct interface into the back end procoes handling software
The SKMS is part of the Configuration Management System (CMS)
The SKMS can include data on the performance of the organization
The Service Knowledge Management System(SKMS) includes Configuration Management Databases (CMDB)
The SKMS can include user skills levels
Emergency CAB (ECAB)
Urgent Change Authority (UCA)
Urgent Change Board (UCB)
CAB Emergency Committee (CAB/EC)
Service Transition
Service Design
Service Strategy
Serivce Operation
Service Desk staff should be recruited from people who have high levels of technical skill to minimise the cost of training them.
The Service Desk can oftern be used as a stepping stone for staff to move into other more technical or supervisory roles
The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salaries
Service Desk staff should be discourage from applying for other roles as it is more cost effective to keep them inthe role where they have been trained
The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
The SKMS is part of the Configuration Management System ( CMS )
The SKMS can include data on the performance of the organization
The SKMS can include user skill levels
Services and Infrastructure
Applications and Infrastructure
Resources and Capabilites
Utility and Warranty
The design of the Service Portfolio, including the Service Catalogue
The design of Market Spaces
The design of new or changed services
The design of the technology architecture and manangment systems
Ensuring the all operational services are recorded in the Service Catalogue
Ensuring the information in the Service Catalogue is accurate
Ensuring that information in the Service Catalugue is consistent with information in the Service Portfolio
Ensuring that information within the Service Pipeline is accurate
Service Catalogue Manager
IT Designer/Architect
Process Manager
Supplier Manager
The contract is being negotiated
The contract is about to be ended
The Supplier Manager decides that there is a risk the contract might need to end soon
The contract has been agreed
A change to the service provider's established policies and guidelines
A pre-authorised change that has an accepted and established procedure
A change that is made as the result of an audit
A change that correctly follows the required change process
To decide how IT will engage with suppliers during the Service Management Lifecycle
To proactively prevent all outages to IT Services
To deliver and support IT Services at agreed levels to business users and customers
To design and build processes that will meet business needs
Service Desk staff should be recruited from people who have high levels of technical skill to minimise the cost of training them
Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
He Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salaries
3 Only
1 Only
2 Only
All of the above
Ensuring that all assets are accounted for
Ensures that the fastest servers are purchased
Delivering change, faster and at optimum cost and minimized risk
Verifying the accuracy of all items in the configuration management database
Each stage should be carried out once in the order Plan-Do-Check-Act
There should be a singlePlan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
There should be a single Plan andDo,then Check and Act should be carried out multiple times to implement Continual Improvement
The entire cycle should be repeated multiple times to implement Continual Improvement
Service Strategy
Service Design
Service Operation
Servie Transition
1 and 3 only
All of the above
2 and 3 only
1 and 2 only
Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator
Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager
Only manage incidents effectively through 1st and 2nd line
Only manage incidents effectively through the 1st line
Only manage incidents effectively through the 3rd line
Manage Incidents effectively 1st, 2nd and 3rd line
The CMS is part of the Configuration Management Data Base (CMDB)
The KEDB and the CMS form part of the larger SKMS
The Service Knowledge Management System (SKMS) is part of the CMS
The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
Business Value
Functionality
IT Assets
Service Level Requirements
Whether to buy an application or build it
Should application development be outsourced
Who the vendor of the storage devices will be
Where the vendor of an application is located
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