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Which competencies are required by the 'service level management' practice?
Which competencies are required by the 'service level management' practice?A . Problem investigation and resolutionB . Incident analysis and prioritizationC . Business analysis and commercial managementD . Balanced scorecard reviews and maturity assessmentView AnswerAnswer: C
How should an organization adopt continual improvement methods?
How should an organization adopt continual improvement methods?A . Use a new method for each improvement the organization handlesB . Select a few key methods for the types of improvement that the organization handlesC . Build the capability to use as many improvement methods as possibleD . Select a single...
What helps diagnose and resolve a simple incident?
What helps diagnose and resolve a simple incident?A . Rapid escalationB . Formation of a temporary teamC . The use of scriptsD . Problem prioritizationView AnswerAnswer: C
A known error is a problem that has been [?
Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.A . closedB . loggedC . analysedD . escalatedView AnswerAnswer: C
The management of information security incidents usually requires [?
Identify the missing words in the following sentence. The management of information security incidents usually requires [?].A . Immediate escalationB . Specialist teamsC . A separate processD . Third party supportView AnswerAnswer: C
Which is a purpose of the 'engage' value chain activity?
Which is a purpose of the 'engage' value chain activity?A . Meeting expectations for quality, costs and time-to-marketB . Ensuring the continual improvement of servicesC . Ensuring that the organization's vision is understoodD . Providing transparency and good relationshipsView AnswerAnswer: D
When should the effectiveness of a problem workaround be assessed?
When should the effectiveness of a problem workaround be assessed?A . Whenever the workaround is usedB . Whenever the problem is resolvedC . Whenever the workaround becomes a known errorD . Whenever the problem is prioritizedView AnswerAnswer: A
Which dimension includes a workflow management system?
Which dimension includes a workflow management system?A . Value streams and processesB . Partners and suppliersC . Information and technologyD . Organizations and peopleView AnswerAnswer: A
Which is a purpose of the 'service desk' practice?
Which is a purpose of the 'service desk' practice?A . To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidentsB . To capture demand for incident resolution and service requestsC . To set clear business-based targets for service performanceD . To maximize the number...
Which is NOT a key focus of the 'information and technology' dimension?
Which is NOT a key focus of the 'information and technology' dimension?A . Workflow management and inventory systemsB . Communication systems and knowledge basesC . Roles and responsibilitiesD . Security and complianceView AnswerAnswer: C
