Customer Review Quiz Questions

40 Questions | Total Attempts: 1346

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Customer Review Quiz Questions

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Questions and Answers
  • 1. 
    A customer-based Service Level Agreement structure includes: 
    • A. 

      An SLA covering all Customer groups and all the services they use

    • B. 

      SLAs for each service that are Customer-focused and written in business language

    • C. 

      An SLA for each service type, covering all those Customer groups that use that Service

    • D. 

      An SLA with each individual Customer group, covering all of the services they use

  • 2. 
    Which of the following would normally be included in a Capacity Plan?      1 Options     2 Management summary     3 Business workload forecasts     4 Backout plans 
    • A. 

      2, 3 and 4

    • B. 

      All of them

    • C. 

      2 and 3 only

    • D. 

      1, 2 and 3

  • 3. 
    An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach? 
    • A. 

      The going rate that is agreed with Customers

    • B. 

      Market rate

    • C. 

      Cost-plus

    • D. 

      Profitable

  • 4. 
     Which of the following is not an element of Availability Management? 
    • A. 

      Verification

    • B. 

      Security

    • C. 

      Reliability

    • D. 

      Maintainability

  • 5. 
    The extent of CI information held in the CMDB should:  
    • A. 

      Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money

    • B. 

      Be as high level as possible

    • C. 

      Match the organisation’s requirement for information to be held

    • D. 

      Vary according to cost

  • 6. 
    To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity? 
    • A. 

      Service Level Manager

    • B. 

      Capacity Manager

    • C. 

      Change Manager

    • D. 

      Financial Manager

  • 7. 
    Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process? 
    • A. 

      Improved user satisfaction

    • B. 

      Incident volume reduction

    • C. 

      Elimination of lost incidents

    • D. 

      Less disruption to both IT support staff and users

  • 8. 
    Configuration Management plans should be integrated with those of: 
    • A. 

      Change & Release Management

    • B. 

      Service Level Management

    • C. 

      IT Service Financial & Continuity Management.

    • D. 

      Change & Capacity Management

  • 9. 
    Possible problems with Change Management include: 
    • A. 

      Lack of ownership of impacted services

    • B. 

      Increased visibility and communication of changes

    • C. 

      Better alignment of IT services to actual business needs

    • D. 

      The ability to absorb a larger volume of change

  • 10. 
    Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle? 
    • A. 

      Develop Procedures and Initial Testing

    • B. 

      Education and Awareness

    • C. 

      Review, Audit and Assurance

    • D. 

      Ongoing Training and Testing

  • 11. 
    Which of the following are likely to be members of the CAB?      1 Problem Manager     2 Customer representatives     3 Change Manager     4 Senior IT technical managers 
    • A. 

      2 and 3 only

    • B. 

      All of them

    • C. 

      1, 2 &4

    • D. 

      1, 3 &4

  • 12. 
    Consider the following activities: 1 The analysis of raw data2 The identification of trends3 The definition of Service Management processes4 The implementation of preventive measuresWhich of the above should be easier after implementing a good IT Service Management software tool? 
    • A. 

      1, 2 & 4

    • B. 

      2 & 3

    • C. 

      All of them

    • D. 

      None of them

  • 13. 
    The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is: 
    • A. 

      Root Cause Analysis

    • B. 

      Business Impact Analysis

    • C. 

      Service Outage Analysis

    • D. 

      Component Failure Impact Analysis

  • 14. 
    Intermediate Recovery is initially concerned with which of the following time periods? 
    • A. 

      4 to 24 hours

    • B. 

      More than 72 hours

    • C. 

      24 to 72 hours

    • D. 

      4 to 8 hours

  • 15. 
    What is SOA within Availability Management? 
    • A. 

      System Optimisation Approach

    • B. 

      Systematic Operational Adjustment

    • C. 

      Serviceability of Applications

    • D. 

      Service Outage Analysis

  • 16. 
    Serviceability is an element of Availability Management. How is it best defined? 
    • A. 

      The prevention of failure, and the ability to keep services and components operable

    • B. 

      The ability to restore services or components back to normal operation

    • C. 

      The percentage of the agreed service hours for which the service is available

    • D. 

      The support which external suppliers can be contracted to provide for parts of the IT infrastructure

  • 17. 
    Which one of the following statements is NOT FALSE? 
    • A. 

      Depreciation is used to calculate how maintenance can be offset against tax

    • B. 

      Staff costs are capital costs because of their high value

    • C. 

      Cost centres are used to measure ROCE (Return on Capital Employed)

    • D. 

      Direct costs can be allocated to a single customer, service or activity

  • 18. 
    Which one of the following is NOT a major CI type? 
    • A. 

      Documentation

    • B. 

      Software

    • C. 

      Purchase order

    • D. 

      Accommodation

  • 19. 
    Where would the information relating to software release components be stored? 
    • A. 

      DSL

    • B. 

      CMDB

    • C. 

      AMDB

    • D. 

      CDB

  • 20. 
    The following activities are involved in implementing a Service Management function:      1 Tool selection     2 Tool specification     3 Process design     4 Functional requirements analysisIn which order should the above activities be taken? 
    • A. 

      4 2 1 3

    • B. 

      4 3 2 1

    • C. 

      2 1 4 3

    • D. 

      2 1 3 4

  • 21. 
    Which of the following best describes the goal of Service Level Management? 
    • A. 

      To maintain and improve IT service quality in line with business requirements

    • B. 

      To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets.

    • C. 

      To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability.

    • D. 

      To ensure that IT delivers the same standard of service at the least cost

  • 22. 
    The process to implement SLAs comprises of the following activities in sequence: 
    • A. 

      Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft SLRs, negotiate, agree SLAs

    • B. 

      Draft SLAs, review underpinning contracts and OLAs, negotiate, catalogue services,

    • C. 

      Review underpinning contracts and OLAs, draft SLAs, catalogue services, negotiate, agree SLAs

    • D. 

      Catalogue services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs

  • 23. 
    Which of the following statements is true? 
    • A. 

      An urgent release is always a delta release

    • B. 

      A full release may contain package and delta releases

    • C. 

      Package release may contain full and delta releases

    • D. 

      A full release may contain several delta releases

  • 24. 
    Which of these best describes the purpose of Capacity Management? 
    • A. 

      To reduce costs and performance levels to a minimum

    • B. 

      To ensure that there is always sufficient capacity available to meet all customer demands

    • C. 

      To ensure that business demands are affordable and achievable

    • D. 

      To provide cost-effective IT capacity to meet agreed service levels

  • 25. 
    A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance? 
    • A. 

      Network Management

    • B. 

      The Service Desk

    • C. 

      Capacity Management

    • D. 

      Problem Management

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