Practice Quiz

IT Service Management Foundation Practice Test - Question List

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6. A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks is the definition for which of the following?
  1. Services
  2. Process
  3. Functions
  4. Utopia
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7. You were on a conference call on Tuesday where your boss stated that you will be leading the development of a new Service. He mentioned that you will be adopting a Service oriented approach. What did your boss mean by that?
  1. I don’t have a clue
  2. We will use software as a service (SaaS) and cloud computing to drive customer satisfaction
  3. Effective communication, the IT organization will be ‘transparent’, we maintain appropriate response times for inquiries, and we will identify issues in a proactive manner.
  4. We will establish formal arrangements with an external organization that will be responsible for delivering high customer-focused services.
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8. Who is responsible for ensuring the process fits the desired purpose?
  1. Process Owner
  2. Service Owner
  3. Process Manager
  4. Internal Service Provider
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9. An outsourcer is considered a/an:
  1. Internal Service Provider
  2. Shared Service Provider
  3. Matrix-Driven Service Provider
  4. External Service Provider
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10. The basic services outcomes desired by customers are called:
  1. Basic services
  2. Core services
  3. RACI
  4. Service Quality
  5. Supporting services
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