QUESTION: 13
A plan for managing the end of a supplier contract should be created when?

A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed

Answer(s): A
QUESTION: 14
Which of the following sentences BEST describes a Standard Change?

A. A change to the service provider's established policies and guidelines
B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process

Answer(s): B
QUESTION: 15
The BEST description of the purpose of Service Operation is?

A. To decide how IT wil engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that wil meet business needs

Answer(s): C
QUESTION: 16
Which of the following module would be MOST useful in helping to define an organizational
structure?

A. RACI model
B. Service Model
C. Continual Service improvement (CSI) model.
D. The Deming Cycle

Answer(s): A
QUESTION: 17
Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skil
tominimize the cost of training them
B. Service Desk staff should be discouraged from applying for other roles as it is more cost

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