Subject: IT Service Management

Question Bank
1) _________ ensures the utility of the service is available as needed with sufficient
capacity, continuity and security.
A. Utility
B. Warranty
C. Customer
D. Guarantee

2) Warranty is stated in terms of the capacity, _______, continuity and security of the
utilization of services.
A. Services
B. market space
C. availability
D. durability

3) Development Manager works with three things ____________

A. Technology, Man power, System
B. Functionality, Resources and Schedule
C. Resources, Technology, Products
D. Technology, Resources and Schedule

4) Which of the following service management aligns service provisions with business
goals and objectives.
A. Business Service Management
B. Business Security Management
C. Business Set Management
D. Business tree chart

5) Service Transition Process module ensures that all change in service management
processes are implemented in _____manner.
A. Mismatch
B. coordinated
C. Improper
D. Compatible

6) SKMS in Service transition stands for:

A. Service Knowledge Meet System
B. System Knowledge Management System
 C. Service Knowledge Management System
D. Service Knowledge Mode System

7) Long term incremental improvement is based on evaluating performance and _______

A. Output of processes & functions
B. Availability of resources
C. Throughput
D. Efficiency of Service

8) Too much focus on cost will result in delivering _______ IT services.

A. High Standard
B. Reactive
C. Proactive
D. Substandard

9) External parties involves in benchmarking process are_____________.

A. External service providers
B. Members of public
C. benchmarking partners
D. All of these

10) ___________ is a process used in management, in which organizations evaluate

various aspects of their processes in relation to best practice.
A. Benchmarking
B. Threshold
C. Convention
D. Criterion