As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1) An internal service provider embedded within a business unit
2) An internal service provider that provides shared IT services
3) An external service provider

1. A. All of the above
2. B. 1 and 2 only
3. C. 1 and 3 only
4. D. 2 and 3 only

Correct Answer: A

Which one of the following activities is NOT part of the Deming Cycle?

1. A. Act
2. B. Plan
3. C. Do
4. D. Co-ordinate

Correct Answer: D

What are Request Models used for?

1. A. Capacity Management
2. B. Modelling arrival rates and performance characteristics of service requests
3. C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
4. D. Identifying frequently received user requests and defining how they should be handled

Correct Answer: D

Which of the following should be available to the Service Desk?
1: Known Error Data
2: Change Schedules
3: Service Knowledge Management System
4: The output from monitoring tools

1. A. 1,2 and 3 only
2. B. 1,2 and4 only
3. C. 2,3 and 4 only
4. D. All of the above

Correct Answer: D

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

1. A. Suppliers, manufacturers and vendors
2. B. Customers
3. C. Internal departments
4. D. The facilities management function

Correct Answer: A