QuestionQ1
Relationship ManagementAn organization’s IT department wants to build deeper partnerships with other organizational departments that consume IT services.
Which organizational characteristic will help achieve this?
- A The IT department will be agile in development and management
- B The IT service delivery teams and application development will be outsourced
- C The IT service delivery teams will remain in the organization, but software development will be outsourced
- D The IT department will have a basic relationship with the organization’s business units
QuestionQ2
Continual ImprovementWhat is the BEST way to ensure that all staff understand the continual improvement approach and take their improvement responsibilities seriously?
- A Senior managers demonstrating their commitment to continual improvement with their behavior
- B Instructing staff to discuss improvement ideas with a manager before logging them in an improvement register
- C Creating a no-blame culture by not measuring or reporting how many improvement initiatives people log
- D Reporting how many improvement initiatives people log so staff who do not contribute can be identified
Community Discussion
QuestionQ3
Service Level ManagementHow does service level management create a shared understanding of service quality?
- A By ensuring that SLAs include technical metrics that are understood by customers
- B By ensuring that the service quality defined by the service provider is included in the SLAs
- C By ensuring that SLAs describe how services support business activities
- D By ensuring that SLAs include clear contractual terms and conditions
Community Discussion
QuestionQ4
Service Level ManagementA technology start-up regularly creates new products, each managed by a separate product team. Most customers use services that are based on more than one product. The products depend on a complex architecture of internal and external IT systems. Some staff members are uncertain about who negotiates and manages service levels.
What approach should the company take to resolve this issue?
- A Delegate the responsibility for product quality to each team and allocate an account manager to manage negotiations with customers
- B Assign product owners in each team to manage all service level management activities
- C Appoint a team to manage all aspects of service level management and ensure communication with development teams
- D Recruit a service level manager to take overall responsibility for all product performance
Community Discussion
QuestionQ5
Service Level ManagementHow do service level management teams use analysis and reporting tools to enhance service quality?
- A To support communication between technical teams when improving services
- B To evaluate component contribution to services to support cost estimates
- C To gather opinions and perceptions from stakeholders about the performance of services
- D To provide insight into service performance to identify issues
Community Discussion