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Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?A . The IT directorB . The process ownerC . The service ownerD . The customerView AnswerAnswer: B
What are the categories of event described in the UIL service operation book?
What are the categories of event described in the UIL service operation book?A . Informational, scheduled, normalB . Scheduled, unscheduled, emergencyC . Informational, warning, exceptionD . Warning, reactive, proactiveView AnswerAnswer: C
The remediation plan should be evaluated at what point in the change lifecycle?
The remediation plan should be evaluated at what point in the change lifecycle?A . Before the change is approvedB . Immediately after the change has failed and needs to be backed outC . After implementation but before the post implementation reviewD . After the post implementation review has identified a...
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
Implementing all standard changes
Implementing all standard changesA . All of the aboveB . 1, 2 and 3 onlyC . 2 and 4 onlyD . 3 and 4 onlyView AnswerAnswer: B
Process design
Process designA . 2, 3 and 4 onlyB . 1, 3 and 4 onlyC . 1, 2 and 3 onlyD . All of the aboveView AnswerAnswer: D
Which one of the following statements isCORRECT?
Which one of the following statements isCORRECT?A . The configuration management system is part of the known error databaseB . The service knowledge management system is part of the configuration management systemC . The configuration management system is part of the service knowledge management systemD . The configuration management system...
Which of the following is NOT an objective of Continual Service Improvement?
Which of the following is NOT an objective of Continual Service Improvement?A . Review and analyze Service Level Achievement resultsB . Identifyactivities to improve the efficiency of service management processesC . Improve the cost effectiveness of IT services without sacrificing customer satisfactionD . Conduct activities to deliver and manage services...
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
Which one of the following includes four stages called Plan, Do, Check and Act?
Which one of the following includes four stages called Plan, Do, Check and Act?A . The Deming CycleB . The continual service improvement approachC . The seven-step improvement processD . The service lifecycleView AnswerAnswer: A
