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Which of the following is the best definition of service management?
Which of the following is the best definition of service management?A . The ability to keep services highly available to meet the business needsB . A set of specialized organizational capabilities for providing value to customers in the form of servicesC . A complete set of all the documentation required...
The BEST description of an incident is:
The BEST description of an incident is:A . An unplanned disruption of service unless there is a backup to that serviceB . An unplanned interruption to service or a reduction in the quality of serviceC . Any disruptionto service whether planned or unplannedD . Any disruption to service that is...
What guidance does ITIL give on the frequency of production of service reporting?
What guidance does ITIL give on the frequency of production of service reporting?A . Service reporting intervals must be defined and agreed with the customersB . Reporting intervals should be set by the service providerC . Reports shouldbe produced weeklyD . Service reporting intervals must be the same for all...
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
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 ....
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Which of the following is not a service desk type recognized in the service operation volume of ITIL?A . LocalB . CentralizedC . OutsourcedD . VirtualView AnswerAnswer: C
Why are public frameworks, such as 1TIL, attractive when compared to proprietaryknowledge?
Why are public frameworks, such as 1TIL, attractive when compared to proprietaryknowledge?A . Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumentedB . Public frameworks are always cheaper to adoptC . Public frameworks are prescriptive and tell you exactly what to doD . Proprietaryknowledge...
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
Which function or process would provide staff to monitor events in an operations bridge?
Which function or process would provide staff to monitor events in an operations bridge?A . Technical managementB . IT operations managementC . Request fulfillmentD . Applications managementView AnswerAnswer: B
Which one of the following activities does application management perform?
Which one of the following activities does application management perform?A . Defining where the vendor of an application should be locatedB . Ensuring that the required functionality is available to achieve the required business outcomeC . Deciding who the vendor of the storage devices will beD . Agreeing the service...
