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What is the purpose of the 'information security management1 practice?
What is the purpose of the 'information security management1 practice?A . To ensure that accurate and reliable information about the configuration of services is available when and where it is neededB . To observe services and service componentsC . To protect the information needed by the organization to conduct its...
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which is included in the purpose of the ‘design and transition’ value chain activity?A . Ensuring that service components are available when neededB . Providing transparency and good stakeholder relationshipsC . Supporting services according to specificationsD . Continually meeting stakeholder expectations for costsView AnswerAnswer: D
What should be used to set user expectations for request fulfilment times?
What should be used to set user expectations for request fulfilment times?A . The consumer demand for the serviceB . The time that the customer indicates for service deliveryC . The service levels of the supplierD . The time needed to realistically deliver the serviceView AnswerAnswer: D
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
Which guiding principle recommends standardizing and streamlining manual tasks?
Which guiding principle recommends standardizing and streamlining manual tasks?A . Optimize and automateB . Collaborate and promote visibilityC . Focus on valueD . Think and work holisticallyView AnswerAnswer: A
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
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?A . A customerB . A userC . A configuration item (CI)D . An IT assetView AnswerAnswer: A
How does information about problems and known errors contribute to 'incident management'?
How does information about problems and known errors contribute to 'incident management'?A . It enables the reassessment of known errosB . It enables quick and efficient diagnosis of incidentsC . It removes the need for collaboration during incident resolutionD . It removes the need for regular customer updatesView AnswerAnswer: B
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 of the following can be used to access service desks?
Which of the following can be used to access service desks?A . Phone callsB . All of the aboveC . Text and social media messagingD . EmailView AnswerAnswer: B
