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The document discusses three multiple choice questions about IT service management. The first question asks which statement(s) correctly describe what Continual Service Improvement (CSI) provides guidance on. The answer is that CSI provides guidance on improving process efficiency and effectiveness as well as improving services. The second question asks which description best fits a Local Service Desk structure. A Local Service Desk is situated in the same location as the users it serves. The third question asks which is not a type of change. A "Normal Change" is not a recognized type of change.

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46 views1 page

Image

The document discusses three multiple choice questions about IT service management. The first question asks which statement(s) correctly describe what Continual Service Improvement (CSI) provides guidance on. The answer is that CSI provides guidance on improving process efficiency and effectiveness as well as improving services. The second question asks which description best fits a Local Service Desk structure. A Local Service Desk is situated in the same location as the users it serves. The third question asks which is not a type of change. A "Normal Change" is not a recognized type of change.

Uploaded by

TomasVileikis
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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17 Consider the following statements:

1. Continual Service Improverr.ent (CSI) provides guidance on how 10 improve


process efficiency and effectiveness
2. CSI provides guidance on how to improve services
3. CSI provides guidance on the improvement of all phases or the Service Urecycle
4. CSt provides guidance on the measurement of processes and services
Which of the above statements is CORRECT?
il} 1 and 2 oniy

b) 2 only

c} 1, 2 and 3 only

d) All of the above

18 Which of the following BEST describes a Local Service Desk structure?

aJ A Service Desk that also provides on site technicai support to its users

b} A Service Desll Vlhere analysts only speak one language

c) A Service Desk that is situated in the same location as the users it serves

d) A Service Desk that could be in any physical location bu t uses


telecommunicalions and IT systems to make it appear that they are in the
same location

19 Which of these is NOT a type of change?

a) Standard Change

b} Normal Change

c) Urgent Change

d) Emergency Change

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