Hi Can some one help me with these questions?

From Book:

IT Systems Management (2010)

by Rich Schiesser

2nd Edition

Prentice Hall; ISBN-10: 0137025068

Q. 2. ITIL service delivery processes are considered user-facing while service support processes are considered customer-facing. (True or False)

Q. 3. Which one of the following is not considered an objective of IT Service Management?

a. to ensure that the organizations business needs are supported by high-quality, cost-effective,

value-adding IT services

b. to maximize the performance of IT hardware and software resources

c. to improve the quality of IT service provision

d. to reduce the long-term cost of service provision

Q. 4. The new standard for IT Service Management from the International Standards Organization (ISO) that is heavily based on ITIL processes is ____________ .

Q. 5. What are some of the cultural changes an IT organization would have to make to transition from being technology-oriented to becoming more service-oriented?

Q. 1. With so many components influencing system uptime, it is usually preferred to have several individuals responsible for availability. (True or False)

Q. 2. A 24x7 system contracted to be available 99.0 percent can be down for 1.5 hours per week and still be in compliance. (True or False)

Q. 5. If you were providing Internet services and availability was one of its major features, how would you market it?

Q. 2. Service providers typically need just a small number of key representative customers to serve as a barometer of good customer service. (True or False)

Q. 4. The percentage of ___________________________ to all changes can indicate the relative degree to which an organization is reactive or proactive.

Q. 5. Explain why you think a priority scheme for changes is, or is not, worth the overhead cost of administering and enforcing?