ITSMNGT | Page 1 of 5

UNIVERSITY OF MAKATI
J.P. Rizal Extension, West Rembo, Makati City

COLLEGE OF COMPUTER SCIENCE

Midterm Examination in
ITSMNGT: Introduction to IT Service Management
2nd Semester, A.Y. 2015-2016

GENERAL INSTRUCTION:
(1) Shade the letter that corresponds to your answer in your Scantron sheet.
(2) Do not put any markings in this questionnaire.

(1) It refers to the person who is accountable for the delivery of a specific IT Service.
A. Process Owner C. Process Manager
B. Service Provider D. Service Owner

(2) It is defined as a means of delivering value to customers by facilitating outcomes customers want to achieve
without the ownership of specific costs or risks.
A. Process C. Total Cost of Ownership (TCO)
B. Service D. Warranty

(3) It is defined as the natural process of stages that an organism or inanimate object goes through as it
Matures.
A. Model C. Lifecycle
B. Process D. Phase

(4) What is ITIL?

A. Rules for achieving recognized IT standard C. Advice on managing projects
B. Good advice about how to manage IT services D. Advice on the technical infrastructure requirements

(5) What is the Deming cycle?

A. The Deming cycle is a set of questions for managing processes.
B. The Deming cycle is a set of standards for quality management.
C. The Deming cycle is an approach for managing quality improvement.
D. The Deming cycle is concerned with the delivery of security controls.

(6) What is the purpose of the continual service improvement (CSI) stage of the service lifecycle?
A. The CSI stage is concerned with the management of improvement across the whole service lifecycle.
B. The CSI stage considers only the improvements needed for the business outputs.
C. The CSI stage focuses on improving the operational processes in the service lifecycle.
D. The CSI stage manages the improvements between project management and live operational services.

(7) Who “owns” ITIL?

A. The U.S. government C. The U.K. government
B. Microsoft D. The Open Group

(8) What is the RACI model used for?

A. Documenting the roles and relationships of stakeholders in a process or activity
B. Defining requirements for a new service or process
C. Analyzing the business impact of an incident
D. Creating a balanced scorecard showing the overall status of Service Management
(9) The utility of a service is best described as:
 ITSMNGT | Page 2 of 5

A. Fit for design C. Fit for function

B. Fit for purpose D. Fit for use

(10)The contents of a service package include:

A. Base Service Package, Supporting Service Package, Service Level Package
B. Core Service Package, Supporting Process Package, Service Level Package
C. Core Service Package, Base Service Package, Service Support Package
D. Core Service Package, Supporting Services Package, Service Level Packages

(11)The 4 P’s of ITSM are people, partners, processes and:

A. purpose C. perspectives
B. products D. practice

(12)Which of the following identifies two Service Portfolio components within the Service Lifecycle?
A. Requirements Portfolio and Service Catalogue
B. Service Knowledge Management System and Service Catalogue
C. Service Knowledge Management System and Requirements Portfolio
D. Requirements Portfolio and Configuration Management System

(13)Which of the following is not a recognized source of IT best practices according to ITIL?
A. Proprietary knowledge C. Training
B. Industry standards D. Auditors

(14)It is the result of carrying out an activity, following a process or delivering an IT service.
A. A procedure C. An outcome
B. A work instruction D. An input

(15)How many service provider types does ITIL identify?

A. 1 C. 3
B. 2 D. 4

(16)Which of these is not a characteristic of a process?

A. Delivers functions C. Delivers a specific result
B. Responds to a trigger D. Is measurable

(17)Who defines the value of a service?

A. Service strategy process manager C. Customer
B. Service strategy process owner D. Business relationship manager

(18)The risk management approach consists of three stages. Which of these is not a stage identified in the ITIL
guidance?
A. Analyze risks C. Manage risks
B. Calibrate risks D. Identify risks

(19)Which of these is not part of the structure of the service portfolio?

A. Service register C. Service catalog
B. Service pipeline D. Retired services
 ITSMNGT | Page 3 of 5

(20)What is the purpose of the service portfolio management process?

A. To capture details of live operational services only
B. To ensure you have an appropriate mix of services to meet the requirements of customers
C. To ensure all services are documented according to the requirements of the business
D. To capture details of retired services only

(21)Which of these statements about business relationship management (BRM) is most correct?
A. BRM focuses on the relationship with users through the service desk.
B. BRM monitors the service targets for all services.
C. BRM reviews all service changes.
D. BRM focuses on a high-level relationship with customers.

(22)Which of these is not part of the scope of financial management?

A. Budgeting C. Accounting
B. Consolidating D. Charging

(23)A Service Level Package is best described as?

A. A description of customer requirements used to negotiate a Service Level Agreement
B. A defined level of utility and warranty associated with a core service package
C. A description of the value that the customer wants and for which they are willing to pay
D. A document showing the Service Levels achieved during an agreed reporting period

(24)The value of a service is determined by:

1. Preferences
2. Practice
3. Perceptions
4. Business outcome

A. 1 only C. 1, 3 and 4 only

B. 1 and 3 only D. All of the above

(25)Which of the following characterizes a function?

1. It is specialized to perform a certain type of work.
2. It is self-contained with capabilities and resources for its performance.
3. It is responsible for specific outcomes.
4. It can be repeated and becomes manageable.

A. 1 only C. 1, 2 and 3 only

B. 1 and 3 only D. All of the above

(26)What is an IT service made up of?

A. A combination of information technology, people, and processes
B. A combination of best practices, information technology, and outcomes
C. A combination of best practices, outcomes, and inputs
D. A combination of controls, outcomes, and inputs

(27)What are the MAIN activities in the Service Strategy management process?
1. Define the market
2. Develop the offerings
3. Develop strategic assets
4. Prepare for execution
A. 4 only C. 1, 2 and 3 only
B. 2 and 3 only D. All of the above
 ITSMNGT | Page 4 of 5

(28)Which of these is not a recognized type of service according to ITIL?

A. Core service C. Enabling service
B. Supplier service D. Enhancing service

(29)Which of these statements describes an IT service provider?

A. A third-party service provider delivering components of services
B. A business unit responsible for IT processes
C. A function that provides controls for IT infrastructure
D. A service provider that provides IT services to internal or external customers

(30)Which of the following is not a Service Strategy processes?

A. Demand Management C. Service Catalog Management
B. Financial Management D. Service Portfolio Management

(31)Mintzberg’s four P’s in formulating strategy are: Plan, Pattern, Position and ______.
A. Purpose C. Practice
B. Process D. Perspective

(32)It is a combination of the effects of utility and warranty.

A. Value C. Satisfaction
B. Service D. Risks

(33)It is defined as an IT Service that delivers basic outcomes desired by one or more Customers.
A. Supporting service C. Base service
B. Core service D. None of the above

(34)A team or group of people and the tools they use to carry out one or more Processes or Activities.
A. Function C. Service
B. Process D. Business unit

(35)It is an independent Organization dedicated to promoting a professional approach to IT Service Management.

A. COBIT C. ITIL
B. ISO D. itSMF

(36)A Workload profile of one or more Business Activities.

A. Business Relationship Management (BRM) C. Post Implementation Review (PIR)
B. Pattern of Business Activities (PBA) D. Service Level Management (SLM)

(37)A defined level of Utility and Warranty for a particular Service Package.
A. Service Level Agreement C. Service Level Requirement
B. Service Level Package D. Service Level Management

(38)Which of the following is not an example of Resource asset?

A. Infrastructure C. Knowledge
B. Information D. Financial Capital

(39)ITIL identifies three areas that will be used by customers in their understanding of value. Which of these is not one
of them?
A. The business outcomes achieved C. The customer’s perception
B. The customer’s preferences D. The service provider’s preferences
 ITSMNGT | Page 5 of 5

(40)The Process responsible for managing the Service Portfolio. It considers Services in terms of the Business value
that they provide.
A. Service Level Agreement C. Service Portfolio Management
B. Service Level Management D. Service Capacity Management

-END OF EXAM-