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Which one of the following statements about incident reporting and logging is CORRECT?
Which one of the following statements about incident reporting and logging is CORRECT?A . Incidents can only be reported by usersB . Incidents can be reported by anyone who detects a disruption or potential disruption to normal serviceC . All calls to the service desk must be logged as incidentsD...
drops below acceptable limits?
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?A . Service asset and configuration managementB . Event managementC . Service catalogue managementD . Problem managementView AnswerAnswer: B
Follow the sun
Follow the sunA . 1, 2 and 4 onlyB . 2, 3 and 4 onlyC . 1, 3 and 4 onlyD . 1, 2and 3 onlyView AnswerAnswer: A
Which of the following is an enabler of best practice?
Which of the following is an enabler of best practice?A . StandardsB . TechnologyC . Academic researchD . Internal experienceView AnswerAnswer: B
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Which process is responsible for discussing reports with customers showing whether services have met their targets?A . Continual service improvementB . Change managementC . Service level managementD . Availability managementView AnswerAnswer: C
Which of the following are objectives of service level management?
Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the service provider could...
Which process is responsible for providing the rights to use an IT service?
Which process is responsible for providing the rights to use an IT service?A . Incident managementB . Access managementC . Change managementD . Request fulfillmentView AnswerAnswer: B
Which of the following is an enabler of best practice?
Which of the following is an enabler of best practice?A . StandardsB . TechnologyC . Academic researchD . Internal experienceView AnswerAnswer: B
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?A . Service StrategyB . Continual Service ImprovementC . Service OperationD . Service DesignView AnswerAnswer: B
The design of IT services requires the effective and efficient use of "the four Ps". 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
