University:
Carnegie Mellon University
Course:
ISF 101 | Information Systems Fundamentals
Academic year:

2022
Views:

292

Pages:

4
Author:

kundgetanufv

Topic 1 Question #200 fi Identify the missing word in the following sentence: A customer de nes the [?] for a service and takes responsibility for the outcomes of service consumption. A. requirements B. resources C. suppliers D. products Correct Answer: A Question #201 Topic 1 Which of the following ensures that a service provider and a service consumer continually co-create value? A. Service consumption B. Service offerings C. Service level management D. Service relationship management Correct Answer: D Question #202 Topic 1 What type of charge is often used for resolving incidents or implementing security patches? A. Standard change B. Normal change C. Emergency change D. Change model Correct Answer: C Question #203 Topic 1 Which of the following includes configuring components and activities to facilitate outcomes for stakeholders? A. Service relationship management B. Service consumption C. The service value system D. The 'release management' practice Correct Answer: C Question #204 Which statement about outcomes is CORRECT? A. Outcomes enable products to be delivered to a stakeholder B. An outcome defines the amount of money spent on technology for a service C. An outcome depends on at least one output to deliver a result D. Outcomes provide assurance to stakeholders on how a service performs Correct Answer: C Topic 1 Question #205 Topic 1 Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds? A. Problem identification B. Problem control C. Error control D. Problem analysis Correct Answer: C Question #206 Topic 1 Which practice performs reviews to ensure that services continue to meet the needs of the customers? A. Monitoring and event management B. Service level management C. Change enablement D. Service desk Correct Answer: B Question #207 Topic 1 Which service value chain activity deals with the purchase of new products? A. Engage B. Obtain/build C. Plan D. Improve Correct Answer: B Question #208 Which of the following is included in the purpose of the 'continual improvement' practice? A. The restoration of normal service operation as quickly as possible B. The establishment of links between the organization and its stakeholders at strategic and tactical levels C. The alignment of the organization's practices and services with changing business needs D. The reduction of the likelihood and impact of incidents Correct Answer: C Topic 1 Question #209 Topic 1 Which is included in the purpose of the 'improve' value chain activity? A. Ensuring the continual improvement of practices across all value chain activities B. Ensuring that services continually meet expectations for quality, costs, and time to market C. Ensuring a shared understanding of the improvement direction for services across the organization D. Ensuring continual engagement and good relationships with all stakeholders Correct Answer: C Question #210 Topic 1 Which is the BEST type of resource for investigating complex incidents? A. Self-help systems B. Knowledgeable support staff C. Detailed work instructions D. Disaster recovery plans Correct Answer: B Question #211 What is defined as `any component that needs to be managed in order to deliver an IT service`? A. An event B. An IT asset C. A configuration item D. A change Correct Answer: C Topic 1

Customer Role in Service Management

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