A Virtual
B. Outsourced
C. Centralized
D. Local
ANSWER. B. Outsourced
52. What is the primary focus of the business management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
ANSWER. D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
53. Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
A. IT service continuity management
B. Change management
C. Financial management for IT services
D. Service catalog management
ANSWER. A. IT service continuity management
54. Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
ANSWER. A. A request from a user for information, advice or for a standard change
55. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
A. Service asset and configuration management
B. Problem management
C. Service catalogue management
D. Event management
ANSWER. D. Event management
56. Which one of the following do major incidents require?
A. Longer timescales
B. Less urgency
C. Separate procedures
D. Less documentation
ANSWER. C. Separate procedures
57. 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
ANSWER. D. To deliver and manage IT services at agreed levels to business users and customers
58. In terms of adding value to the business, which one of the following describes service operation s contribution?
A. The cost of the service is designed, predicted and validated
B. Service value is visible to customers
C. Service value is modeled
D. Measures for optimization are identified
ANSWER. B. Service value is visible to customers
59. Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Resources and capabilities
C. Service requirements and warranty
D. Customer and user satisfaction
ANSWER. B. Resources and capabilities
60. Which one of the following statements BEST describes a definitive media library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
C. A database that contains definitions of all media CIs
D. A secure library where definitive authorized versions of all software and back-ups are stored and protected
ANSWER. B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
a
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