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    CIS 500 Quiz: 3. Service Strategy Processes CHAPTER 3

    Quiz: 3. Service Strategy Processes, 1 of 18 

    Q: Which of the following roles tailor a portfolio of investments based on their customer’s risk and reward profile? 

    Service managers 

    Customer managers 

    Financial managers 

    Process managers

    Quiz: 3. Service Strategy Processes, 2 of 18 

    Q: Service Portfolio is divided into how many phases? 

    Three 

    Two 

    Seven 

    Six 

    Quiz: 3. Service Strategy Processes, 3 of 18 

    Q: Which of these statements about business relationship management (BRM) is most correct? 

    BRM focuses on a high-level relationship with customers. 

    BRM reviews all service changes. 

    BRM monitors the service targets for all services. 

    BRM focuses on the relationship with users through the service desk.

    Quiz: 3. Service Strategy Processes, 4 of 18 

    Q: Which of the following is a decision support and planning tool that projects the possible consequences of a business action? 

    Configuration item 

    Release unit 

    Business case 

    Service asset

    Quiz: 3. Service Strategy Processes, 5 of 18 

    Q: Which of these is not part of the scope of financial management? 

    Budgeting 

    Charging 

    Accounting 

    Consolidating

    Quiz: 3. Service Strategy Processes, 6 of 18 

    Q: Which of these is not part of the structure of the service portfolio? 

    Service pipeline 

    Service register 

    Retired services 

    Service catalog 

    Quiz: 3. Service Strategy Processes, 7 of 18 

    Q: Which of these is not part of the scope of service portfolio management? 

    All the services a service provider is planning to deliver 

    All the services a service provider has retired from live operation 

    All the services a service provider currently delivers 

    All the projects the customer is planning to deliver

    Quiz: 3. Service Strategy Processes, 8 of 18 

    Q: Which of the following describes a provider’s services in terms of business value? 

    Service value 

    Service assessment 

    Service portfolio 

    Service update

    Quiz: 3. Service Strategy Processes, 9 of 18 

    Q: What is the purpose of the service portfolio management process? 

    To capture details of live operational services only 

    To capture details of retired services only 

    To ensure all services are documented according to the requirements of the business 

    To ensure you have an appropriate mix of services to meet the requirements of customers

    Quiz: 3. Service Strategy Processes, 10 of 18 

    Q: Which of the following functions is NOT part of Financial Management for IT services? 

    Budgeting 

    Charging 

    Procurement 

    Pricing 

    Quiz: 3. Service Strategy Processes, 11 of 18 

    Q: Which of these statements represents an objective of service portfolio management? 

    Maintain the definitive managed portfolio of services provided by the service provider. 

    Provide accurate information about the service level achievements for core services. 

    Deliver authorized change requests. 

    Maintain records of all service components and their relationships. 

    Quiz: 3. Service Strategy Processes, 12 of 18 

    Q: Which of the following budgeting methods is determined on the last year’s figure basis? 

    Zero-Base budgeting 

    Top-down budgeting 

    Resource budgeting 

    Incremental budgeting

    Quiz: 3. Service Strategy Processes, 13 of 18 

    Q: Which of the following is NOT a fundamental activity of Financial Management for IT services? 

    Funding 

    Chargeback 

    IT accounting 

    Auditing 

    Quiz: 3. Service Strategy Processes, 14 of 18 

    Q: Which of these statements about service portfolio management is/are correct?

    1. Service portfolio management should be responsible for monitoring the performance of the services according to the service level agreements.

    2. Service portfolio management should be responsible for evaluating the value of the services provided throughout the whole of their lifecycle.

    3. Service portfolio management should be able to compare the merits of the existing services against those that are being planned. 

    4. Service portfolio management should compare the results of continual service improvement initiatives to decide whether to improve services.

    1, 2, and 4 

    1, 2, and 3 

    2 and 4 

    2 and 3 

    Quiz: 3. Service Strategy Processes, 15 of 18 

    Q: What is the purpose of financial management? 

    To secure to the appropriate software programs for financial systems 

    To agree to the operating policies for the finance systems 

    To agree to the business requirements for managing the finance systems 

    To secure to the appropriate funding for IT services

    Quiz: 3. Service Strategy Processes, 16 of 18 

    Q: Which of these is a purpose of business relationship management (BRM)? 

    Manage the services provided to a customer 

    Establish a mechanism for recording service requests from the customer 

    Establish a relationship between the service provider and the customer 

    Manage the funding for services provided to a customer

    Quiz: 3. Service Strategy Processes, 17 of 18 

    Q: Which of these is/are recommended elements of a business case?

    1. Introduction

    2. Methods and assumptions

    3. Business impacts

    4. Risks and contingencies

    5. Recommendations 

    1, 2, 3, 4, and 5 

    1, 3, and 5 

    1, 2, 3, and 4 

    Quiz: 3. Service Strategy Processes, 18 of 18 

    Q: Which of the following represents a complete list of the services managed by a service provider? 

    Service portfolio 

    Service record 

    Service case 

    Service data

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