| To add value to the business, what are the four reasons to monitor and measure? |
| A.Validate; Direct; Justify; Intervene |
| B.Report; Manage; Improve; Extend |
| C.Manage; Monitor; Diagnose; Intervene |
| D.Plan; Predict; Report; Justify |
| Answer: A |
| Which of the following delivery strategies is described as, "Formal arrangements between two or more |
| organisations to work together to design, develop, transition, maintain, operate and/or support IT services"? |
| A.Outsourcing |
| B.Application Service Provision |
| C.Multi-sourcing |
| Who owns the specific costs and risks associated with providing a service? |
| A.The Service Provider |
| B.The Service Level Manager |
| C.The Customer |
| D.Resources |
| Which of the following sentences BEST describes a Standard Change? |
| A.A Change to the service provider's established policies and guidelines |
| B.A Change that correctly follows the required Change process |
| C.A pre-authorised Change that has an accepted and established procedure |
| D.A Change that is made as the result of an audit |
| Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives? |
| A.Service Design |
| B.Service Transition |
| C.Service Strategy |
| D.Service Operation |
| Answer: C |
| An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What |
| imbalance does this represent? |
| A.Extreme focus on cost |
| B.Extreme focus on quality |
| C.Excessively proactive |
| D.Excessively reactive |
IT service management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centred on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. Technology service management (ITSM) information and consulting service solutions based on Information Technology infrastructure library (ITIL) best practices. ITIL V3
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