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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Continual Service Improvement | 10% | - CSI Approach and Metrics - Seven-Step Improvement Process - Purpose, Goals and Objectives |
| Topic 2: Service Transition | 20% | - Release and Deployment Management - Purpose, Goals and Objectives - Knowledge Management - Service Asset and Configuration Management - Change Management |
| Topic 3: Service Design | 20% | - Information Security Management - Service Catalog Management - Purpose, Goals and Objectives - Capacity Management - Service Level Management - Availability Management - Supplier Management |
| Topic 4: Service Operation | 20% | - Service Desk, Technical, Application and IT Operations Management - Purpose, Goals and Objectives - Incident Management - Request Fulfillment - Problem Management - Access Management |
| Topic 5: Service Management as a Practice | 15% | - Good Practice and ITIL - Concept of Service and Service Management - Processes, Functions, Roles and Responsibilities |
| Topic 6: Service Strategy | 15% | - Financial Management for IT Services - Service Portfolio Management - Purpose, Goals and Objectives - Demand Management |
1. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
A) Service asset and configuration management
B) Problem management
C) Service catalogue management
D) Event management
2. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created
A) All of the above
B) 2 only
C) 1 only
D) 3 only
3. Which one of the following is the BEST description of a service-based service level agreement (SLA)?
A) An agreement with an individual customer group, covering all the services that they use
B) An agreement that covers service specific issues in a multi-level SLA structure
C) An agreement that covers one service for a single customer
D) An agreement that covers one service for all customers of that service
4. Which one of the following would NOT involve event management?
A) Intrusion detection
B) Recording service desk staff absence
C) Monitoring the status of configuration items
D) Recording and monitoring environmental conditions in the data centre
5. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
A) Perform an activity
B) Be kept up-to-date on the progress of an activity
C) Manage an activity
D) Be accountable for the outcome of an activity
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: B |
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