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web.groovymark@gmail.com
- November 30, 2024
Question 41
How does ‘relationship management’ function in service management?
a) It evaluates financial performance.
b) It nurtures links between an organization and its stakeholders.
c) It assesses employee productivity.
d) It monitors service marketing strategies.
Correct Answer: b) It nurtures links between an organization and its stakeholders.
Explanation: Relationship management fosters collaboration and communication to enhance service delivery.
Question 42
What is meant by ‘operational technology’?
a) Software tools for managing services.
b) Hardware and software solutions that monitor physical processes.
c) A marketing strategy for service delivery.
d) A financial assessment tool.
Correct Answer: b) Hardware and software solutions that monitor physical processes.
Explanation: Operational technology is critical for managing and controlling physical operations in service delivery.
Question 43
What does ‘service architecture’ encompass?
a) Financial models for service delivery.
b) A view of all services provided by an organization and their interactions.
c) A performance evaluation metric.
d) A marketing strategy for services.
Correct Answer: b) A view of all services provided by an organization and their interactions.
Explanation: Service architecture helps understand the relationships and dynamics of various services.
Question 44
How is ‘compliance’ defined in service management?
a) The total cost of service delivery.
b) Ensuring adherence to standards and guidelines.
c) Evaluating employee performance.
d) Monitoring service marketing strategies.
Correct Answer: b) Ensuring adherence to standards and guidelines.
Explanation: Compliance is essential for maintaining quality and legal requirements in service delivery.
Question 45
What is ‘continuous improvement’ in service management?
a) A method for reducing service costs.
b) A recurring activity to enhance organizational performance.
c) A financial assessment tool.
d) A strategy for marketing services.
Correct Answer: b) A recurring activity to enhance organizational performance.
Explanation: Continuous improvement is crucial for adapting to changing business needs and enhancing service quality.
Question 46
What does ‘cloud computing’ provide in the context of IT services?
a) A method for reducing operational costs.
b) On-demand access to a shared pool of configurable computing resources.
c) A financial assessment tool.
d) A strategy for evaluating employee performance.
Correct Answer: b) On-demand access to a shared pool of configurable computing resources.
Explanation: Cloud computing enhances service flexibility and scalability through shared resources.
Question 47
How does ‘capacity planning’ function within service management?
a) It evaluates employee productivity.
b) It creates a plan to manage resources to meet service demand.
c) It assesses financial performance metrics.
d) It monitors service marketing strategies.
Correct Answer: b) It creates a plan to manage resources to meet service demand.
Explanation: Capacity planning ensures that services can meet current and future demands effectively.
Question 48
What is ‘deployment management’?
a) A financial assessment of service delivery.
b) The practice of moving new or changed service components to live environments.
c) A performance evaluation metric.
d) A marketing strategy for services.
Correct Answer: b) The practice of moving new or changed service components to live environments.
Explanation: Deployment management is essential for ensuring successful implementation of services.
Question 49
What does ‘service level management’ focus on?
a) Reducing service delivery costs.
b) Setting clear business-based targets for service performance.
c) Evaluating employee productivity.
d) Monitoring service marketing strategies.
Correct Answer: b) Setting clear business-based targets for service performance.
Explanation: Service level management ensures that services meet agreed quality standards.
Question 50
What is ‘business impact analysis’ (BIA)?
a) A method for assessing service costs.
b) An activity identifying vital business functions and their dependencies.
c) A financial assessment tool.
d) A marketing strategy for services.
Correct Answer: b) An activity identifying vital business functions and their dependencies.
Explanation: BIA is critical for understanding the effects of service disruptions on business operations.
