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Q41. Which one of the following activities is NOT part of the Deming Cycle?
A. Act
B. Plan
C. Do
D. Co-ordinate
Answer: D
Q42. Which of the following statement about the service owner is INCORRECT?
A. Carries out the day-to-day monitoring and operation of the service they own
B. Contributes to continual improvement affecting the service they own
C. Is a stakeholder in all of the IT processes which support the service they own
D. Is accountable for a specific service within an organization
Answer: A
Q43. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
Answer: C
Q44. Which one of the following is the BEST definition of an event?
A. Any change of state that has significance for the management of a configuration item
(CI) or IT service
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem
Answer: A
Q45. Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
Answer: D
Q46. What would be the next step in the continual service improvement (CSI) model after?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
A. What is the return on investment (ROI)?
B. How much did it cost?
C. How do we keep the momentum going?
D. What is the value on investment (VOI)?
Answer: C
Q47. Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
A. Suppliers, manufacturers and vendors
B. Customers
C. Internal departments
D. The facilities management function
Answer: A
Q48. Which one of the following is an objective of service transition?
A. To negotiate service levels for new services
B. To ensure that service changes create the expected business value
C. To minimize the impact of service outages on day-to-day business activities
D. To plan and manage entries in the service catalogue
Answer: B
Q49. Which of the following statements describes the objectives of service asset and configuration management?
1.
To identify, control, report and verify service assets and configuration items (CIs)
2.
To account for, manage and protect the integrity of service assets and configuration items
3.
To establish and maintain an accurate and complete configuration management system
4.
To document all security controls together with their operation and maintenance
A. 1 and 2 only
B. 1, 2, and 3 only
C. 1, 3 and 4 only
D. All of the above
Answer: A
Q50. Which one of the following is concerned with policy and direction?
A. Capacity management
B. Governance
C. Service design
D. Service level management
Answer: B
