In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?

A. Capacity Management

B. Service Level Management

C. Configuration Management

D. Availability Management

What is the definition of IT Service Management?

A. An organization supping services to one or more customers

B. Best practice guidance for operating services

C. Requirements for delivering service based upon best practices

D. Specialized organizational capabilities providing value to customers

In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.

What are these contracts called?

A. Service Level Agreements (SLAs)

B. Operational Level Contracts

C. Service Contracts

D. Underpinning Contracts

Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

A. Availability Management

B. Capacity Management Financial

C. Management for IT Services

D. IT Service Continuity Management

Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A. constant quality

B. incorporating technological innovations

C. innovating the way services are provided

D. methodological order based on best practices

Having a policy that defines and manages customer complaints is a key element of Business Relationship Management.

According to ISO/IEC 20000-1, what actions should a service provider perform if the complaint is not resolved?

A. Follow the defined escalation path

B. Ignore it as it will eventually go away

C. Initiate early contract termination procedures

D. Suspend or fire the staff member who is named in the complaint

A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.

What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?

A. Cancel the request and inform the customer

B. Escalate according to procedures

C. Find a new vendor who has the request phone

D. Nothing, the service provider cannot control stock levels of the supplier

What measure or technique will be used to show progress of process objectives for a Service provider?

A. CMMI®

B. Critical success factor (CSF)

C. Key performance indicator (KPI)

D. Six Sigma®

When planning a quality approach to the Service management system, what needs to be considered to ensure on-going compliance with the service providers corporate objectives / requirements?

A. Any processes and policies defined by the company

B. IT service management best practices

C. The budget available to allocate resources

D. The time to update the process documentation

How should the requirements for Service continuity and availability be identified?

A. These should be identified based upon historical data for major incidents and their business impact on the organization.

B. These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.

C. These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.

D. These should be made up from service requirements and SLAs if available.