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Published by jquest25

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Published by: jquest25 on Jun 24, 2009
Copyright:Attribution Non-commercial


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TestInside EX0-101
Which of the following questions does guidance in Service Strategy help answer?1: What services should we offer and to whom?2: How do we differentiate ourselves from competing alternatives?3: How do we truly create value for our customers?A.1 onlyB.2 onlyC.3 onlyD.All of the aboveAnswer: D
2. Which of the following is NOT a responsibility of the Service Design Manager?A.Design and maintain all necessary Service Transition packagesB.Produce quality, secure and resilient designs for new or improved services, technology architecture, processesor measurement systems that meet all the agreed current and future IT requirements of the organisationC.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the servicedesigns that are producedD.Measuring the effectiveness and efficiency of Service Design and the supporting processesAnswer: A
3. Which of the following are valid examples of business value measures?1: Customer retention2: Time to market3: Service Architecture4: Market shareA.1 and 2 onlyB.2 and 4 onlyC.All of the aboveD.1, 2 and 4 onlyAnswer: D
4. Understanding customer usage of services and how this varies over time is part of which process?
TestInside EX0-101
A.Service Portfolio ManagementB.Service Level ManagementC.Component Capacity ManagementD.Demand ManagementAnswer: D
5. The MAIN objective of Service Level Management is:A.To carry out the Service Operations activities needed to support current IT servicesB.To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC.To create and populate a Service CatalogueD.To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: D
6. Which of the following are responsibilities of a Service Level Manager?1: Agreeing targets in Service Level Agreements (SLAs)2: Designing technology architectures to support the service3: Ensuring required contracts and agreements are in placeA.All of the aboveB.2 and 3 onlyC.1 and 2 onlyD.1 and 3 onlyAnswer: D
7. Which of the following is a good metric for measuring the effectiveness of Service Level Management?A.Customer satisfaction scoreB.Average number of daily Incidents managed by each service agentC.Number of services in the Service PortfolioD.Number of services deployed within agreed timesAnswer: A
TestInside EX0-101
QUESTION :8. Major Incidents require:
A.Separate proceduresB.Less urgencyC.Longer timescalesD.Less documentationAnswer: A
9. Which of the following should be done when closing an Incident?1: Check the Incident categorization and correct it if necessary2: Decide whether a Problem needs to be loggedA.1 onlyB.Both of the aboveC.2 onlyD.None of the aboveAnswer: B
10. Which of the following is NOT a valid objective of Request Fulfilment?A.To provide information to users about what services are available and how to request themB.To update the Service Catalogue with services that may be requested through the Service Desk C.To provide a channel for users to request and receive standard servicesD.To source and deliver the components of standard services that have been requestedAnswer: B
11. Which of the following would NOT be a task carried out by the Request Fulfilment process?A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)B.Provision of a channel for users to request and receive standard services for which a pre-defined approval andqualification process existsC.Provision of information to users and customers about the availability of services and the procedure forobtaining themD.Provision of information used to compare actual performance against design standardsAnswer: D

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