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What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?A . EmployersB . StakeholdersC . RegulatorsD . AccreditorsView AnswerAnswer: B
Where would you expect incident resolution targets to be documented?
Where would you expect incident resolution targets to be documented?A . A service level agreement (SLA)B . A request for change (RFC)C . The service portfolioD . A service descriptionView AnswerAnswer: A
Which of the following pairs of actions would be BEST to manage risk?
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?A . Training in risk management for all staff and identification of risksB . Identification of risk, analysis and management of the exposure to riskC . Control of...
Hierarchic escalation is BEST described as?
Hierarchic escalation is BEST described as?A . Notifying more senior levels of management about an incidentB . Passing an incident to people with a greater level of technical skillC . Using more senior specialists than necessary to resolve an Incident to maintain customer satisfactionD . Failing to meet the incident...
Which of the following should be documented in an incident model?
Which of the following should be documented in an incident model? Details of the service level agreement (SLA) pertaining to the incident Chronological order of steps to resolve the incidentA . 1 onlyB . 2 onlyC . Both of the aboveD . Neither of the aboveView AnswerAnswer: B
Which process is responsible for managing relationships with vendors?
Which process is responsible for managing relationships with vendors?A . Change managementB . Service portfolio managementC . Supplier managementD . Continual service improvementView AnswerAnswer: C
Which of the following BEST describes the purpose of access management?
Which of the following BEST describes the purpose of access management?A . To provide a channel for users to request and receive standard servicesB . Provides the rights for users to be able to use a service or group of servicesC . To prevent problems and resulting Incidents from happeningD...
Those that have been withdrawn from service
Those that have been withdrawn from serviceA . 1 and 3 onlyB . All of the aboveC . 1 and 2 onlyD . 2 and 3 onlyView AnswerAnswer: B
What are these four PS?
The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?A . People, process, partners, performanceB . Performance, process, products, plansC . People, process, products, partnersD . People, products, plans, partnersView AnswerAnswer: C
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?A . Configuration baselineB . Project baselineC . Change baselineD . Asset baselineView AnswerAnswer: A
