i3_all_t1

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Karten	298
Sprache	English
Kategorie	Informatik
Stufe	Universität
Erstellt / Aktualisiert	17.05.2016 / 23.05.2016
Lizenzierung	Keine Angabe
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Flip-Modus

Which of the following is NOT an example of Self-Help capabilities?

Requirement to always call the service desk for service requests

Menu-driven range of self help and service requests

Web front-end

A direct interface into the back end process handling software

What is a RACI model used for?

Defining roles and responsibilities

Monitoring services

Performance analysis

Recording Configuration Items

Which of the following statements is INCORRECT?

The SKMS is part of the Configuration Management System (CMS)

The SKMS can include data on the performance of the organization

The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

The SKMS can include user skill levels

The group that authorizes changes that must be installed faster than the normal process is called the?

Emergency CAB (ECAB)

Urgent Change Authority (UCA)

Urgent Change Board (UCB)

CAB Emergency Committee (CAB/EC)

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Service Design

Service Transition

Service Strategy

Service Operation

Which of these statements about Service Desk staff is CORRECT?

The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained