A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
A person who authorizes budget for service consumption
A person who works for an organization other than the service provider
Question 2
Question
Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational______ for enabling value for customers in the form of services.
Answer
Requirements
Functions
Capabilities
Products
Question 3
Question
What is the definition of a configuration item (CI)?
Answer
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Any valuable component that can contribute to the delivery of an IT product or service
A particular set of settings or options on a given piece of equipment
Any component that needs to be managed in order to deliver an IT service
Question 4
Question
Identify the missing word(s) in the following sentence. An incident is a(n)________ interruption to a service or reduction in the quality of a service.
Answer
Planned
Unplanned
Scheduled
Expected
Question 5
Question
What is the purpose of the 'deployment management' practice?
Answer
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
Making new and changed services and features available for use
Moving new or changed hardware, software, documentation, processes, or any other service component to live environments
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Question 6
Question
What is the purpose of the 'service level management' practice?
Answer
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Question 7
Question
What is defined as the practice of planning and managing the full lifecycle of all IT assets?
Answer
Change control
IT asset management
Release management
Deployment management
Question 8
Question
Identify the missing word in the following sentence. _______management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Answer
Availability
Event
Incident
Problem
Question 9
Question
Fill in the blank. _______ may simultaneously be removed from a service consumer and imposed on a service consumer. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider's servers instead.
Answer
Value
Outputs
Outcomes
Costs
Question 10
Question
Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?