Anja Simons
Karten 300 Karten
Lernende 66 Lernende
Sprache English
Stufe Andere
Erstellt / Aktualisiert 27.11.2013 / 21.02.2023
Lizenzierung Kein Urheberrechtsschutz (CC0)
0 Exakte Antworten 0 Text Antworten 300 Multiple Choice Antworten
Fenster schliessen
Which role is responsible for carrying out the activities of a process?
A. Process owner

B. Change manager

C. Service manager

D. Process practitioner

Fenster schliessen
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

Fenster schliessen
Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data ?Knowledge

B. Data - Information - Knowledge ?Wisdom

C. Knowledge - Wisdom - Information ?Data

D. Information - Data - Knowledge - Wisdom

Fenster schliessen
At which stage of the service lifecycle should the processes necessary to operate a defined?new service be
A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

Fenster schliessen
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. Public frameworks are always cheaper to adopt

C. Public frameworks are prescriptive and tell you exactly what to do

D. Proprietary knowledge has been tested in a wide range of environments

Fenster schliessen
Which of the following is an objective of business relationship management?
A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

Fenster schliessen
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

Fenster schliessen
Which of the following BEST describes service strategies value to the business?
A. Allows higher volumes of successful change

B. Reduction in unplanned costs through optimized handling of service outages

C. Reduction in the duration and frequency of service outages

D. Enabling the service provider to have a clear understanding of what levels of customers successfulservice will make their