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1. Why is it important for service providers to understand patterns of business activity (PBA)?
A) Understanding PBA is the only way to enable accurate service level reporting
B) PBA are based on organizational roles and responsibilities
C) IT service providers CANNOT schedule changes until they understand PBA
D) Demand for the services delivered by service providers are directly influenced by PBA
2. Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?
A) Service design
B) Service transition
C) Service operation
D) Service configuration
3. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A) Continual service improvement (CSI) approach
B) The Deming Cycle
C) RACI model
D) Incident model
4. Which of the following is the BEST description of a centralized service desk?
A) The desk provides 24 hour global support
B) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C) There is a single desk in one location serving the whole organization
D) The desk is co-located within or physically close to the user community it serves
5. Which of the following are CORRECT Service Design Aspects?
1 ) Service Solutions for new or changed services
2 ) Management policies and guidelines
3 ) Business requirements technology and management architectures
4 ) Process requirements technology and management architectures
A) 2 and 3
B) 1 and 4
C) 3 and 4
D) 1 and 2
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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