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January 11, 2018

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Q171. Which of the following activities are responsibilities of a Supplier Manager? 

1) Negotiating and agreeing Contracts 

2) Updating the Supplier and Contract database 

3) Planning for possible closure, renewal or extension of contracts 

4) Managing relationships with internal suppliers 

A. 1, 2 and 3 only 

B. 1, 3 and 4 only 

C. 2, 3 and 4 only 

D. None of the above 


Q172. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach? 

A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so 

B. No: the Known Error should be created before the problem is logged 

C. No: a known error record is created when the original incident is raised 

D. No: a known error record should be created with the next release of the service 


Q173. What are the processes within Service Operation? 

A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management 

B. Event Management, Incident Management. Change Management and Access Management 

C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management 

D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management 


Q174. Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?" 

A. Service Strategy 

B. Service Design 

C. Service Operation 

D. Service Transition 


Q175. What is the BEST description of the purpose of the service operation stage of the service lifecycle? 

A. To decide how IT will engage with suppliers during the service lifecycle 

B. To proactively prevent all outages to IT services 

C. To design and build processes that will meet business needs 

D. To deliver and manage IT services at agreed levels to business users and customers 


Q176. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? 

A. Categorization 

B. Detection 

C. Prioritization 

D. Escalation 


Q177. In which of the following should details of a workaround be documented? 

A. The service level agreement (SLA) 

B. The problem record 

C. The availability management information system 

D. The IT service plan 


Q178. Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)? 

A. Availability Management 

B. Demand Management 

C. Financial Management 

D. Service Level Management Answer: B 

Q179. Which of these recommendations is best practice for service level management? 

1. Include legal terminology in service level agreements (SLAs) 

2. It is NOT necessary to be able to measure all the targets in an SLA 

A. 1 only 

B. 2only 

C. Both of the above 

D. Neither of the above 


Q180. Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle? 

A. Service Strategy 

B. Continual Service Improvement 

C. Service Operation 

D. Service Design 


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