Preguntas Prueba Preparación CXT PDF

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Summary

______ create value, remove risk of ownership from customers, facilitate outcomes customers want to achieve, and reduce the effects of constraintsA.ResourcesB. ServicesC. SystemsD. ProcessesThere are times when it is feasible to have more than one person accountable for an activity within a process....

Description

______ create value, remove risk of ownership from customers, facilitate outcomes customers want to achieve, and reduce the effects of constraints A. Resources B. Services C. Systems D. Processes

There are times when it is feasible to have more than one person accountable for an activity within a process. A. True B. False

What is the term defined by "units of organization specialized to perform certain types of work and responsible for specific outcomes"? A. Processes B. Functions C. Services D. Service management

A service that delivers the basic outcomes desired by one or more customers is what? A. Supporting service B. Enabling service C. Enhancing service D. Core service

The value of a service is described in terms of what? A. Form and function B. Capabilities and resources C. Utility and warranty D. Applications and systems

What is the term defined by "structured set of activities designed to accomplish a specific set of objectives"? A. Function B. Service C. Process D. Resource

The function that is responsible to be the single point of contact between the service provider and the users is called what? A. IT operations management B. Service desk C. Technical management D. Applications management

The difference between the benefit achieved and the monetary amount expended to achieve such benefit, expressed as a percentage, is called what? A. Improvement B. Value on Investment (VOI) C. Raw benefit D. Return on investment (ROI)

Which of the following is NOT a process within service strategy? A. Service portfolio management B. Service catalog management C. Demand management D. Financial management

The service pipeline is A. The list of services being considered as well as services in operation B. The list of services being considered before they go into operation C. The pipeline of requirements that should be considered for a new service D. The demand for application development resources

What is the major output of service strategy? A. Service lists B. Service level package (SLP) C. Service level agreements (SLA) D. Operational services

What is the purpose of service strategy? A. To provide the ability to think and act in a strategic manner B. To determine how to pay for services C. To justify ITIL® throughout the organization D. To ensure accountability of actions to an organization's stakeholders

Ensuring that an entire service can be implemented, transitioned, and operated efficiently and effectively describes what? A. Five aspects of design B. 4 Ps of service design C. Functional specifications D. None of the above

The service design package (SDP) is best described as what? A. A description of the 4 Ps of service design B. A set of documents defining all aspects of an IT service unit and its requirements through each stage of its lifecycle C. Everything necessary for the build, test, implementation and deployment of a service D. The business requirements for a new or changed service

What is the name of the process that is responsible for maintaining the ongoing recovery capability within the IT services and their supporting components? A. IT service continuity management B. IT service risk management C. Disaster management D. Risk management

Service operation is where the ________ is delivered to the customer and the _______ of the organization is executed. A. service, coordination B. value, strategy C. application, availability D. Service transition package (STP), service level package (SLP)

The main output of service operation is what? A. Service performance reports B. Service transition package (STP) C. Service package (SP) D. Service level package (SLP)

What is the primary purpose of incident management? A. Remove problems and errors from the infrastructure B. Be the first point of contact for all calls from users C. Restore normal operations as quickly as possible D. Ensure best possible levels of availability

What are the steps in order of the Deming cycle? A. Plan, check, do, act B. Plan, do, act, check C. Plan, do, check, act D. Plan, act, check, do

What is described by the overlap between service transition and service operation to ensure that a service is adequately supported until service operation can support the service on itw own? A. Organizational overlap B. Early life support C. Deployment D. Release considerations...