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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
How does a service consumer contribute to the reduction of disk?
How does a service consumer contribute to the reduction of disk?A . By paying for the serviceB . By managing server hardwareC . By communicating constraintsD . By managing staff availabilityView AnswerAnswer: C
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?A . Change controlB . IT asset managementC . Service deskD . Service request managementView AnswerAnswer: D
effect on [?
Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].A . assetsB . valuesC . elementsD . servicesView AnswerAnswer: D
Identify the missing words in the following sentence. 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
Which is a key requirement for a successful service level agreement?
Which is a key requirement for a successful service level agreement?A . It should be written in legal languageB . It should be simply written and easy to understandC . It should be based on the service provider’s view of the serviceD . It should relate to simple operational metricsView...
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which is included in the purpose of the ‘design and transition’ value chain activity?A . Ensuring that service components are available when neededB . Providing transparency and good stakeholder relationshipsC . Supporting services according to specificationsD . Continually meeting stakeholder expectations for costsView AnswerAnswer: D
What is defined as a cause, or potential cause, of one or more incidents?
What is defined as a cause, or potential cause, of one or more incidents?A . ChangeB . EventC . Known errorD . ProblemView AnswerAnswer: D
Which is part of service provision?
Which is part of service provision?A . The management of resources configured to deliver the serviceB . The management of resources needed to consume the serviceC . The grouping of one or more services based on one or more productsD . The joint activities performed to ensure continual value co-creationView...
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?A . Service managementB . Continual improvementC . A serviceD . An IT assetView AnswerAnswer: C
