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QUESTION NO: 1
Which is the BEST definition of a service?
A. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
C. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
D. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).
Answer: B
QUESTION NO: 2
Which one of the following would NOT involve event management?
A. Intrusion detection
B. Recording and monitoring environmental conditions in the data centre
C. Recording service desk staff absence
D. Monitoring the status of configuration items
Answer: C
QUESTION NO: 3
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Answer: C
QUESTION NO: 4
Which tool helps with defining accountability and responsibility within processes?
A. A CSI register
B. A project charter
C. A RACI model
D. A communications plan
Answer: C
QUESTION NO: 5
Which statement about services is CORRECT?
A. External services are provided to business units in the same organisation
B. Internal services are provided by suppliers to the internal IT department
C. External services are delivered to external customers
D. Internal services are delivered to external customers
Answer: B
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Updated: May 28, 2022