Which of the following are goals of Service Operation? 1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business 2. The successful release of services into the live…
Which statement about Service Level Agreements (SLAs) is CORRECT? A. They must contain legal wording because of their importance B. There should always be a separate SLA for each specific customer C. The wording must be clear and concise to…
Which of the following is the BEST definition of a Risk? A. Something that won’t happen B. Something that will happen C. Something that has happened D. Something that might happen
The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle? A. Continual Service Improvement B. Service Strategy C. Service Design D. Service Transition
Identity and Rights are two major concepts involved in which one of the following processes? A. Access Management B. Facilities Management C. Event Management D. Demand Management
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers? A. Continual Service Improvement B. Service Transition C. Service…
Availability Management is responsible for availability of the: A. Services and Components B. Services and Business Processes C. Components and Business Processes D. Services, Components and Business Processes
A consultant has made two recommendations to you in a report: 1. To include legal terminology in your Service Level Agreements (SLAs) 2. It is not necessary to be able to measure all the targets in an SLA Which of…
Which of the following should be available to the Service Desk? 1. Known Error Data 2. Change Schedules 3. Service Knowledge Management System 4. The output from monitoring tools A. 1,2 and 3 only B. 1,2 and4 only C. 2,3…
"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle? A. Service Operation B. Service Strategy C. Service Transition D. Continual Service Improvement