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CIS 281 Practice Exin Exam 2

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CIS 281 Practice Exin Exam 2 Which document is based on Customer needs? A. Operational Level Agreement (OLA) B. Service Level Requirements (SLR) C. Spec Sheets D. Underpinning Contract (UC) - ✔ ... ✔B. Service Level Requirements (SLR) A process is a logically coherent series of activities for a pre-defined goal. What is the Process Owner responsible for? A. describing the process B. implementing the process C. providing process reports D setting up the process - ✔✔A. providing process reports Executive management must be committed to Service Management improvement. What is an evidence of this commitment? A. the appointment of a member of management responsible for the management of all services B. the disciplinary actions against underperforming employees C. the involvement of executive management in the planning of new IT services D. the participation of executive management to weekly meetings with the staff - ✔✔A. the appointment of a member of management responsible for the management of all services What details should be recorded as a baseline prior to implementing a plan for service improvement? A. backlog of Changes for the service B.number of staff involved C.service quality and levels D. time taken to operate the process - ✔✔C. service quality and levels What is the primary objective of defining a quality policy? A. to document how legal obligations will be fulfilled B. to document the quality intentions and the direction of the organization C. to document the requirements of ISO/IEC 20000 D. to document the requirements of the customer as stated in the Service Level Agreement (SLA) 6 - ✔✔B. to document the quality intentions and the direction of the organization Which aspects of a request for change (RFC) shall be assessed? A. Business benefits, risk and impact B. Risk, emergency level and classification C. Risk, impact and effect on the incident management process D. Risk, scope and impact on supplier relationships - ✔✔A. Business benefits, risk and impact What is SixSigma®? A. It is a quality instrument to measure defects in process outputs. B. It is a six step maturity model to improve the capability of business processes. C. It is a standard that is recently developed for improvement of IT processes. D. It is a structured, statistically based approach to process improvement. - ✔✔D. It is a structured, statistically based approach to process improvement. What is not a Service Desk activity? A. applying Temporary Fixes B. registering Incidents C. relating an Incident to a Known Error D. solving a Problem - ✔✔D. solving a Problem What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005 [Show More]

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