Term
Which one of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible |
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Definition
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Term
What is the BEST description of the purpose of the service operation stage of the service
lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes that will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers |
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Definition
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Term
Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups |
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Definition
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Term
| What are the FOUR P's of Service Design ? |
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Definition
| Partners, products, people, process |
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Term
One of the following is an objective of Service Transition ?
A To plan and manage resource requirements for delpoyments
B To provide knowledge to Incident and Problem Management
C To negotiate service levels for new services
D To plan and manage new entries in the service catalogue |
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Definition
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Term
Which of the following are sources of good practice ?
1. Public frameworks
2. Standards
3. Proprietary knowledge
A 2 & 3
B 1 & 3
C 1 & 2
D All the above |
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Definition
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Term
| What delivers value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks ? |
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Definition
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Term
| For what is the RACI model mainly used ? |
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Definition
| Defining Roles and Responsibilities |
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Term
Which of the following steps are not part of the Deming Cycle ?
A Plan
B Communicate
C Do
D Act |
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Definition
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Term
The "Multi-Level" SLA is a three-layer model. Which of the following layers is NOT part of this type of SLA ?
A Service level
B Supplier Level
C Customer Level
D Corporate Level |
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Definition
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Term
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Definition
Access Management
Problem Management
Incident Management,
Event Management
Request Fulfillment. |
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