A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
B. Process metrics, software metrics and financial metrics
C. Technology metrics, process metrics and service metrics
D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
ANSWER. C. Technology metrics, process metrics and service metrics
22. Which of the following are CORRECT Service Design Aspects?
1. Service Solutions for new or changed services
2. Management policies and guidelines
3. Business requirements technology and management architectures
4. Process requirements technology and management architectures
A. 1 and 4
B. 2 and 3
C. 3 and 4
D. 1 and 2
ANSWER. A. 1 and 4
23. Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service design
B. Service level management
C. Service operation
D. Service transition
ANSWER. A. Service design
24. What is the BEST definition of a definitive media library?
A.It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected
B.It is a structured document with definitive information regarding all live IT services, including those available for deployment.C.It is a secure library in which the latest versions of authorized software items are stored and protected.
D. It is a set of tools and databases that is used to manage knowledge, information and data.
ANSWER. C.It is a secure library in which the latest versions of authorized software items are stored and protected.
25. Which is an objective of the design coordination process?
A. To document the initial structure and relationship between services and customers
B. To ensure that all changes are assessed for their impact on service designs
C. To ensure service design packages are handed over to service transition
D. To handover new service level requirements to the service level management process
ANSWER. C. To ensure service design packages are handed over to service transition
26. What BEST defines IT service management?
A. The implementation and management of quality IT services that meet business needs
B. The customer of an IT service provider who defines and agrees the service targets
C. An organization supplying services to only external customers
D. The resources that are utilized to provide value to customers through services
ANSWER. A. The implementation and management of quality IT services that meet business needs
27. Which role is responsible for sponsoring, designing and change managing a process and its metrics?
A. The service owner
B. The process manager
C. The process practitioner
D. The process owner
ANSWER. D. The process owner
28. What are the two MAJOR activities in problem management?
A. Reactive and technical
B. Proactive and reactive
C. Technical and service
D. Resource and proactive
ANSWER. B. Proactive and reactive
29. Which is the CORRECT activity to carry out the “How do we get there” phase of the Continual Service improvement approach?
A. Policy and governance review
B. Baseline assessments
C. Service and process improvement
D. Measurable targets
ANSWER. C. Service and process improvement
30. An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?
A. A service level escalation
B. A functional escalation
C. An incident resolution
D. A hierarchic escalation
ANSWER. B. A functional escalation
a
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