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i3_all_t1

i3_all_t1

i3_all_t1

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Cartes-fiches 298
Langue English
Catégorie Informatique
Niveau Université
Crée / Actualisé 17.05.2016 / 23.05.2016
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What does a service always have to deliver to its customers?
The two main parts of the service catalogue are:
Which of these statements about assets, resources and capabilities is MOST accurate?
RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?
Which of the following is the CORRECT description of the Seven R's of Change Management?
IT operations management have been asked by a customer to carry out non-standard activity that will cause them to miss an agreed service level target. How should they respond?
Which of the following is the CORRECT definition of release unit?
Which of the following is NOT an example of self-help capabilities?
1. Agreeing targets in service level agreements 2. Designing technology to support the service 3. Ensuring required contracts and agreements are in place Which of the following are responsibilities of a service level manager?
Major Incidents require:
1. what is the vision? 2. where are we now? 3. where do we want to be? 4. how do we get there? 5. did we get there? 6. ? What would be the next step in the continual service improvement model (CSI) after
Which of the following is NOT an aim of the change management process?
To add value to the business, what are the four reasons to monitor and measure?
Which of the following BEST describes a service request?
The MAIN purpose of the service portfolio is to describe services in terms of?
Which role would you MOST expect to be involved in the management of underpinning contracts?
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. These specialized organizational capabilities include which of the following?
What is the BEST description of the purpose of service operation?
The difference between service metrics and technology metrics is BEST described as?
Which functions are included in IT Operations management?
The left-hand side of the service V model represents requirements and specifications. What does the right-hand side of the service V model represent?
Which of the following processes are performed by the service desk? 1. capacity management 2. request management 3. demand management 4. incident management
Which process is responsible for providing the right to use an IT service?
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
Which of the following is NOT a purpose of Service Transition?
Availability management is responsible for availability of:
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
Which of the following are the MAIN objectives of incident management? 1. to automatically detect service affecting events 2. to restore normal service operation as quickly as possible 3. to minimize the adverse impacts on business operations
Which of the following would NOT be a task carried out by the Request Fulfillment Process?
Which of the following is step 1 in the 7 step improvement process?
One organization provides and manages an entire business or function for another organization. This is known as:
A service level agreement (SLA) is:
A single release unit, or a structured set of release units can be defined within:
The ITIL CORE publications are structured around the service lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?
One of the five major aspects of service design is the design of the service solutions. Which of the following does this include?
Which of the following is NOT a characteristic of a process?
The difference between service metrics and technology metrics is BEST describes as?
Which role is accountable for a specific service within an organization?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
1. Identifying configuration of user desktop PCs when incidents are logged on 2. Control of user desktop PCs 3. Create and use diagnostic scripts 4. Dashboard type technology Which of the following areas would technology help support during the service operation phase of the lifecycle?
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