Practice Quiz

IT Service Management Foundation Practice Test - Question List

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91. The type of metrics that are associated with performance and availability of infrastructure components is:
  1. Service Metrics
  2. Technology Metrics
  3. Process Metrics
  4. CI Metrics
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92. A baseline is a:
  1. A point of reference for comparison
  2. A field on the Request for Change
  3. The most important aspect of IT Service Management
  4. The unmarked lane between any two baseball bases
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93. What are the four phases of the Deming Cycle:
  1. Plan, Do, Check, Act
  2. Plan, Do, Confirm, Act
  3. Planning, Doing, Confirming, Acting
  4. Plan, Do, Check, Action
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94.

Which of the following is step 1 in the 7 step improvement process?

  1. Define what can be measured
  2. Analyze the data
  3. Define what you should measure
  4. Gather the data
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95. A benefit of Continual Service Improvement is a/an:
  1. Decreased VOI
  2. Increased ROI
  3. Decreased ROI
  4. Paycheck bonuses
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