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Which of the following best describes the goal of Service Level Management?

The following activities are involved

in implementing a Service Management

function:

1 Tool selection

2 Tool specification

3 Process design

4 Functional requirements analysis

In which order should the above activities be taken?

Where would the information relating to software release components be stored?

Which one of the following is NOT a major CI type?

Which one of the following statements is NOT FALSE?

Serviceability is an element of Availability Management. How is it best defined?

Serviceability is an element of Availability Management. How is it best defined?

What is SOA within Availability Management?

Intermediate Recovery is initially concerned with which of the following time periods?

The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:

Consider the following activities:

1 The analysis of raw data

2 The identification of trends

3 The definition of Service Management processes

4 The implementation of preventive measures

Which of the above should be easier after implementing a good IT Service Management software tool?

Which of the following are likely to be members of the CAB?

1 Problem Manager

2 Customer representatives

3 Change Manager

4 Senior IT technical managers

Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle?

Possible problems with Change Management include:

Configuration Management plans should be integrated with those of:

Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?

To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?

The extent of CI information held in the CMDB should:

Which of the following is NOT an element of Availability Management?

An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?

Which of the following would normally be included in a Capacity Plan?

1 Options

2 Management summary

3 Business workload forecasts

4 Backout plans

A customer-based Service Level Agreement structure includes:

The Information Security Policy should be available to which groups of people?

The 7 Step Improvement Process can most accurately be described as?

Which process reviews Operational Level Agreements (OLAs) on a regular basis?

An Incident occurs when:

1. A user is unable to access a service during service hours

2. An authorized IT staff member is unable to access a service during service hours

3. A redundant network segment fails, and the user is not aware of any disruption to service

4. A user contacts the Service Desk about slow performance of an application

Which of the above statements is CORRECT?

Which is the first activity of the Continual Service Improvement (CSI) model?

Consider the following statements:

1. Service Transition provides guidance on moving new and changed services into production

2. Service Transition provides guidance on testing

3. Service Transition provides guidance on the transfer of services to or from an external service provider

Which of the above statements is CORRECT?

Which of the following is the CORRECT description of the Four P’s of Service Design?

A benefit of using Service Design tools is?

Why should monitoring and measuring be used when trying to improve services?

Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options?

What is the best definition of an Incident Model?

Functions are best described as?

The objective of the Change Management process is most accurately described as?

Which of the following would NOT be stored in the Definitive Media Library (DML)?

When planning and implementing a Continual Service Improvement (CSI) initiative, which of the following benefits is LEAST useful in supporting a business case?

Facilities Management refers to?

A Service Catalogue should contain which of the following?

The objective of Service Asset and Configuration Management is most accurately described as?