ITIL v3 Quiz - #21 -#25 Q's
Question 21.
Which of the following statement is an objective of Continual Service Management?
Select One:
A. Enable the service provider to respond quickly and effectively
B. Review and analyze service level achievement results
C. Reduce the duration and frequency of service outages
D. Provide a basis for automated operations
Question 22.
Which lifecycle phase ensures that the impact of service outages is minimized on a day-to-day basis?
Select one:
A. Service operation
B. Continual service improvement
C. Service design
D. Service transition
Question 23.
What is an objective of Service level management process?
Select one:
A. Provide good-quality knowledge and information about services and service assets
B. Monitor and improve customer satisfaction with the quality of service delivered
C. To deliver agreed level of IT services
D. Training service desk staff how to deal with customer complaints about service
Question 24.
Which one of the following is a type of Service level agreement (SLA)?
Select one:
A. Customer based
B. Priority SLA
C. Vendor Based
D. Urgency based
Question 25.
Which of the following does supplier management negotiate, agree, renew and terminate?
Select one:
A. Third-party contracts
B. Operational level agreements (OLAs)
C. Service Level agreements (SLAs)
D. Third-party services
Question 21.
Which of the following statement is an objective of Continual Service Management?
B. Review and analyze service level achievement results
Question 22.
Which lifecycle phase ensures that the impact of service outages is minimized on a day-to-day basis?
A. Service operation
Question 23.
What is an objective of Service level management process?
B. Monitor and improve customer satisfaction with the quality of service delivered
Question 24.
Which one of the following is a type of Service level agreement (SLA)?
A. Customer based
Question 25.
Which of the following does supplier management negotiate, agree, renew and terminate?
A. Third-party contracts
ITIL v3 Quiz - #21 -#25 Q's Question 21. Which of the following statement is an...
ITIL v3 Quiz - #26 -#30 Q's Question 26. Which of these best describes the purpose of Availability Management? Select One: A. To ensure that there is always sufficient capacity available to meet all customer demands B. Information is available and usable when required C. Minimize the impact of incidents that cannot be prevented D. To ensure that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost-effective and...
ITIL v3 Quiz - #26 -#30 Q's Question 26. Which of these best describes the purpose of Availability Management? Select One: A. To ensure that there is always sufficient capacity available to meet all customer demands B. Information is available and usable when required C. Minimize the impact of incidents that cannot be prevented D. To ensure that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost-effective and...
ITIL v3 Quiz - Additional Questions Question 41. Which of the following statements is correct about Proprietary knowledge? Select one: A. Proprietary knowledge may be difficult to adopt, replicate or transfer B. Proprietary knowledge is easier to adopt, replicate or transfer C. Proprietary knowledge is documented in detail D. Proprietary knowledge has been tested in a wide range of environments Question 42. Why is ITIL successful? Select one: A. It makes technology architecture easy to design B. It recommends robust...
Which of the following is not a major objective of healthcare financial management? a) determine how much insurers will pay for patient services b) protect the organization's tax status c) respond to regulations d) facilitate relationships with insurance companies and other third-party payers
QUESTION 25 Which of the following statements is true about the concept and discipline of operations management? Operations management is building strategic, long-term relationships with suppliers and customers. Finished products of the business can be identified as important inputs into an operations management system. Operations management is more of a multi-firm (i.e. multi-business) concept than a single-firm concept. Operations management concerns the design, direction, control and improvement of processes that transform inputs into finished products and...
Which of the following best describes conformance to specifications? a. the degree to which a good or service meets customer quality demands b. the level of compliance costs involved in providing a good or service c. the level of customer service costs involved in providing a good or service d. the degree to which a good or service adheres to specifications
What of the following may best describe the key driver for buyers? a. Buyers should be professional. b. Buyers should be ‘service-driven’. c. Buyers should be aggressive negotiators. d. Buyers should be objective. Service Level Agreement (SLA) payments to suppliers are commonly based on which of the following? a. Actual performance versus targeted performance. b. Number of complaints. c. Targeted performance. d. Actual performance. Which of the following could be a consequence of competence problems and friction between the buyer...
Which of the following is the most basic service provided by third-party logistics providers (3PLs)? A. Logistics network design. B. Warehousing. C. Transportation. D. Inventory management.
Which of the following is not an element of a Quality Improvement Program? Select one: a. Emphasizing subjective data over difficult-to-analyze objective data b. Maintaining SOPs for routine and crisis situations c. Assuming employees are self-motivated and innovative d. Focusing on customer satisfaction
28. Which of the following statements does not reflect a "moment of truth"? It provides an opportunity to influence a customer's perception of the service quality. It is a discussion among service personnel about improving service to the customer. Effective management of “moments of truth” in a service encounter help achieve a reputation for superior quality. It involves an interaction between a customer and a service provider. 29. A well-known expansion strategy pursued by service firms is to open multiple facilities. One...