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0 Exakte Antworten 0 Text Antworten 142 Multiple Choice Antworten
Fenster schliessen

A Service Request is best defined as?

Every Incident not being a failure in the IT Infrastructure.

Every Incident that results in a failure in the IT Infrastructure.

Every Request for Infrastructure moves (e.g.. Office move)

Every Request for Information not pertaining to the IT Infrastructure.

Fenster schliessen

Error Control is carried out by which ITIL discipline?

Incident Management

Change Management

Problem Management

Configuration Management

Capacity Management

Fenster schliessen

You are a Change Manager for a large company. On Friday evening Problem Management submit an urgent RFC. There's been a failure within the infrastructure of the production CRM System and a Change is required urgently to resume the Service. As time is very limited which of the following Change activities might you for go?

Build

Authorisation

Testing

Review

Fenster schliessen

Service Support & Service Delivery are 2 of the 5 core books within ITIL. Which 3 of the following titles complete the core group ?

The Business Perspective

Application Management

Planning to Implement Security Management

Service Management

ICT Infrastructure Management

Fenster schliessen

Some well known methods of Service Desk charging include: (Select 3)

Service Entitlement

CPU Usage

Cost per Call

File store Usage

Time & Materials

Fenster schliessen

Which of the following Incident Management responsibilities is the Service Desk responsible for?

Incident Closure

Tracking & Communication

Incident Assignment

Incident Recording

Fenster schliessen

Of the following classifications, what are the 3 types of Technical models that should be considered when implementing a Service Desk?

Expert

Outsourced

Competent

Skilled

Unskilled

Fenster schliessen

Within the realm of Security what do the letters C.I.A stand for,

Confidentiality, Intention, Analysis

Confidentiality, Integrity, Analysis

Confidentiality, Integrity, Availability

Confidentiality, Intention, Availability