1. Main objective of Availability Management is?
a) To monitor and report availability of services and components
b) To ensure that all targets in Service Level Agreements (SLAs) are met
c) To guarantee availability levels for services and components
d) To ensure that service availability matches or exceeds the agreed needs of the business
Answer : d
2. Operations Control refers to?
a) anagers of the Technical and Applications Management functions
b) Overseeing the execution and monitoring of IT operational events and activities
c) Tools used to monitor and display the status of the IT Infrastructure and Applications
d) Situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available
Answer : b
3. Which off the following is a characteristic of every process?
1. It is measurable
2. It is timely
3. It delivers a specific result
4. It responds to a specific event
5. It delivers its primary result to a customer or stakeholder
6) 1, 2, 4 and 5 only
7) 1, 3, 4 and 5 only
8) All of the above
Answer : 7
4. Which of the following is NOT an example of Request?
a) User calls the Service Desk to order a toner cartridge
b) A user calls the Service Desk because they would like to change the functionality of an application
c) Manager submits a request for a new employee to be given access to an application
d) User logs onto an internal website to download a licensed copy of software from a list of approved options
Answer : b
5. A Service Level Package is best described as?
a) A definite level of utility and warranty associated with a core service package
b) Description of customer requirements used to negotiate a Service Level Agreement
c) Description of the value that the customer wants and for which they are willing to pay
d) Document showing the Service Levels achieved during an agreed reporting period
Answer : a
6. Incident Management has a value to the business by ?
a) Helping to control infrastructure cost of adding new technology
b) Enabling users to resolve Problem
c) Helping to align people and process for the delivery of service
d) Contributing to the reduction of impact
Answer : d
7. A Service owner is responsible for which of the following ?
a) Recommending improvements
b) Designing and documenting a Service
c) Carrying out the Service Operations activities needed to support a Service
d) Producing scorecard showing the overall status of all Services
Answer : a
8. The four stages of the Deming Cycle are?
a) Plan, Measure, Monitor, Report
b) Plan, Check, Re-Act, Implement
c) Plan, Do, Act, Audit,Re-Act
d) Plan, Do, Check, Act
Answer : d
9. What is the CORRECT order of the first four activities in the 7 Step Improvement Process ?
a) Define what you should measure, define what you can measure, gather data and process data
b) Gather data, process data, analyze data and present data
c) What is the vision, where are we now, what do we want to be, how do we get there?
d) Gather data, process data, define what you should measure and define what you can measure
Answer : a
10. Which of the following statements is CORRECT for all processes ?
a) They define activities, roles, responsibilities, functions and metrics
b) They create value for all stakeholders
c) They are carried out by a Service Provider in support of a Customer
d) They are units of organizations responsible for specific outcomes
Answer : b
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