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    Priya Gaonkar
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    The document contains 3 multiple choice questions about IT service management concepts. The first question asks about the goal of Service Level Management and the correct answer is to maintain and improve IT service quality in line with business requirements. The second question asks about a direct benefit of having a Service Desk and the answer is that it makes technical support staff less likely to be interrupted by user calls. The third question defines a service as a means of delivering value to customers without ownership of specific costs and risks.

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    The document contains 3 multiple choice questions about IT service management concepts. The first question asks about the goal of Service Level Management and the correct answer is to maintain and improve IT service quality in line with business requirements. The second question asks about a direct benefit of having a Service Desk and the answer is that it makes technical support staff less likely to be interrupted by user calls. The third question defines a service as a means of delivering value to customers without ownership of specific costs and risks.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    5 views1 page

    PAPER

    Uploaded by

    Priya Gaonkar
    The document contains 3 multiple choice questions about IT service management concepts. The first question asks about the goal of Service Level Management and the correct answer is to maintain and improve IT service quality in line with business requirements. The second question asks about a direct benefit of having a Service Desk and the answer is that it makes technical support staff less likely to be interrupted by user calls. The third question defines a service as a means of delivering value to customers without ownership of specific costs and risks.

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    © All Rights Reserved
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    of 1

    1. Which of the following best describes the goal of Service Level Management?

    1. To maintain and improve IT service quality in line with business requirements.


    2. To provide IT services at the lowest possible cost by agreeing with customers,
    their minimum requirements for service availability and ensuring performance
    does not exceed these targets.
    3. To provide the highest possible level of service to customers and continuously
    improve on this through ensuring all service operate at maximum availability.
    4. To ensure that IT delivers the same standards of service at the least cost.

    Correct Answer:A.

    2. Which of these is a DIRECT benefit of having a Service Desk?

    1. Customer Service Level Requirements are established.


    2. Changes taking place are properly coordinated.
    3. All the information in the CMDB is kept up to date.
    4. Technical support staff are less likely to be interrupted to deal with user’s calls.

    Correct Answer:D

    3. A ____ is a means of delivery value to customers by facilitating outcomes


    customers want to achieve without the ownership of specific costs and risks.

    1. Service
    2. Survey
    3. Society
    4. Sigma

    Correct Answer:A

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