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What are the three phases of 'problem management'?
What are the three phases of 'problem management'?A . Problem logging, problem classification, problem resolutionB . Incident management, problem management, change enablementC . Problem identification, problem control, error controlD . Problem analysis, error identification, incident resolutionView AnswerAnswer: C
Which service level metrics are BEST for measuring user experience?
Which service level metrics are BEST for measuring user experience?A . Single system-based metricsB . Metrics for the percentage of uptime of a serviceC . Operational metricsD . Metrics linked to defined outcomesView AnswerAnswer: D
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?
Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.A . costsB . usersC . valueD . performancesView AnswerAnswer: D
Which statement about a ‘continual improvement register’ is CORRECT?
Which statement about a ‘continual improvement register’ is CORRECT?A . It should be managed at the senior level of the organizationB . It should be used to capture user demandC . There should only be one for the whole organizationD . It should be re-prioritized as ideas are documentedView AnswerAnswer:...
How does information about problems and known errors contribute to 'incident management'?
How does information about problems and known errors contribute to 'incident management'?A . It enables quick and efficient diagnosis of incidentsB . It removes the need for regular customer updatesC . It removes the need for collaboration during incident resolutionD . It enables the reassessment of known errorsView AnswerAnswer: A
Which practice updates information relating to symptoms and business impact?
Which practice updates information relating to symptoms and business impact?A . Service level managementB . Change controlC . Service request managementD . Incident managementView AnswerAnswer: D
What are the MOST important skills required by service desk staff?
What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A
What are ’engage’, ‘plan’ and ‘improve’ examples of?
What are ’engage’, ‘plan’ and ‘improve’ examples of?A . Service value chain activitiesB . Service level managementC . Service value chain inputsD . Change controlView AnswerAnswer: A
What is described by the service value system?
What is described by the service value system?A . How all the components and activities of the organization work together as a system to enable value creationB . Services based on one or more products, designed to address needs of a target consumer groupC . Joint activities performed by a...
The management of information security incidents usually requires [?
Identify the missing words in the following sentence. The management of information security incidents usually requires [?].A . Immediate escalationB . Specialist teamsC . A separate processD . Third party supportView AnswerAnswer: C
