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Q41. Which of the following types of service should be included in the scope of service portfolio management? 

1. Those planned to be delivered 

2. Those being delivered 

3. Those that have been withdrawn from service 

A. 1 and 3 only 

B. All of the above 

C. 1 and 2 only 

D. 2 and 3 only 


Q42. Which of the following is NOT an objective of Continual Service Improvement? 

A. Review and analyze Service Level Achievement results 

B. Identify activities to improve the efficiency of service management processes 

C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction 

D. Conduct activities to deliver and manage services at agreed levels to business users 


Q43. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps? 

A. People, process, partners, performance 

B. Performance, process, products, plans 

C. People, process, products, partners 

D. People, products, plans, partners 


Q44. Which one of the following is the BEST definition of the term service management? 

A. A set of specialized organizational capabilities for providing value to customers in the form of services 

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose 

C. The management of functions within an organization to perform certain activities 

D. Units of organizations with roles to perform certain activities 


Q45. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard? 

A. The IT director 

B. The process owner 

C. The service owner 

D. The customer 


Q46. Which of the following service desk organizational structures are described in service operation? 

1. Local service desk 

2. Virtual service desk 

3. IT help desk 

4. Follow the sun 

A. 1, 2 and 4 only 

B. 2, 3 and 4 only 

C. 1, 3 and 4 only 

D. 1, 2 and 3 only 


Q47. What is the primary focus of business capacity management? 

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology 

B. Review of all capacity supplier agreements and underpinning contracts with supplier management 

C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services 

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion 


Q48. What are the three service provider business models? 

A. Internal service provider, outsourced 3rd party and off-shore party 

B. Internal service operations provider, external service operations provider, shared service unit 

C. Internal service provider, external service provider, outsourced 3rd party 

D. Internal service provider, external service provider, shared service unit 


Q49. Which process is responsible for ensuring that appropriate testing takes place? 

A. Knowledge management 

B. Release and deployment management 

C. Service asset and configuration management 

D. Service level management 


Q50. Which one of the following is the BEST description of a major incident? 

A. An incident which is so complex that it requires root cause analysis before a workaround can be found 

B. An incident which requires a large number of people to resolve 

C. An incident logged by a senior manager 

D. An incident which has a high priority or a high impact on the business