CMS7 Online Practice Questions and Answers

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

A. Services and Infrastructure

B. Applications and Infrastructure

C. Resources and Capabilities

D. Utility and Warranty

The BEST description of the purpose of Service Operation is?

A. To decide how IT will engage with suppliers during the Service Management Lifecycle

B. To proactively prevent all outages to IT Services

C. To deliver and support IT Services at agreed levels to business users and customers

D. To design and build processes that will meet business needs

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

A. Whether to buy an application or build it

B. Should application development be outsourced

C. Who the vendor of the storage devices will be

D. Where the vendor of an application is located

Which of the following are Service Desk organizational structures?

1.

Local Service Desk

2.

Virtual Service Desk

3.

IT Help Desk

4.

Follow the Sun

A. 2, 3 and 4 only

B. 1, 2 and 4 only

C. 1, 2 and 3 only

D. 1, 3 and 4 only

Which of the following CANNOT be stored and managed by a tool?

A. Data

B. Knowledge

C. Wisdom

D. Information

A Service Level Agreement is?

A. The part of a contract that specifies responsibilities of each party

B. An agreement between the Service Provider and their customer

C. An agreement between a Service Provider and an external supplier

D. An agreement between the Service Provider and an internal organization

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A. Excessive focus on quality

B. Excessively reactive

C. Excessively proactive

D. Excessive focus on cost

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

A. Service Strategy

B. Continual Service Improvement

C. Service Operation

D. Service Design

A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A. Yes

B. No, the workaround must be found before a Known Error is created

C. No, a Known Error can only be raised after the permanent resolution has been implemented

D. No, a Known Error must be raised at the same time as a problem

Which of the following is NOT an objective of the Operations Management function?

A. Swift application of skills to diagnose any IT Operations failures that occur

B. Regular scrutiny and improvements to achieve improved service at reduced costs

C. First line Incident investigation and diagnosis logged by users

D. Maintenance of status quo to achieve stability of day to day processes and activities

Which of the following would a Major Problem Review examine?

1.

Things that were done correctly

2.

Those things that were done incorrectly

3.

How to prevent recurrence

4.

What could be done better in the future

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

Which of the following BEST describes a Problem?

A. A Known Error for which the cause and resolution are not yet known

B. The cause of two or more Incidents

C. A serious Incident which has a critical impact to the business

D. The cause of one or more Incidents

When can a Known Error record be raised?

1.

At any time it would be useful to do so

2.

After the permanent solution has been implemented

A. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

Which of the following is NOT a characteristic of a process?

A. It is measurable

B. It delivers specific results

C. It responds to specific events

D. It structures an organization

At which stage of the service lifecycle should the processes needed to operate a new service be defined?

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management