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In which document would you expect to see an overview of actual service achievements against targets?
In which document would you expect to see an overview of actual service achievements against targets?A . Operational level agreement (OLA)B . Capacity planC . Service level agreement (SLA)D . SLA monitoring chart (SLAM)View AnswerAnswer: D
The effective management of risk requires specific types of action. Which of the following pairs of actionswould be BEST to manage risk?
The effective management of risk requires specific types of action. Which of the following pairs of actionswould 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 exposure...
Which of the following CANNOT be provided by a tool?
Which of the following CANNOT be provided by a tool?A . KnowledgeB . InformationC . WisdomD . DataView AnswerAnswer: C
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to theorganization?
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to theorganization?A . Change proposalB . Change policyC . Service requestD . Risk registerView AnswerAnswer: A
Which one of the following do technology metrics measure?
Which one of the following do technology metrics measure?A . ComponentsB . ProcessesC . The end-to-end serviceD . Customer satisfactionView AnswerAnswer: A
Which process isresponsible for sourcing and delivering components of requested standard services?
Which process isresponsible for sourcing and delivering components of requested standard services?A . Request fulfilmentB . Service portfolio managementC . Service deskD . IT financeView AnswerAnswer: A
What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?
What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?A . Business servicesB . Component servicesC . Supporting servicesD . Customer servicesView 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 . Providesthe rights for users to be able to use a service or group of servicesC . To prevent problems and resulting Incidents from happeningD ....
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 is an objective of service catalogue management?
Which one of the following is an objective of service catalogue management?A . Negotiating and agreeing service level agreementB . Negotiating and agreeing operational level agreementsC . Ensuring that the service catalogue is made available to those approved to access itD . Only ensuring that adequate technical resources are availableView...
