Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle? A. Service Transition B.…
Which of the following is the BEST description of a service-based service level agreement (SLA)? A. The SLA covers one service, for all the customers of that service B. The SLA covers an individual customer group for all services they…
Remediation planning is BEST described in which of the following ways? A. Planning how to recover the cost of a change B. Planning the steps required to be taken if a change is unsuccessful C. Planning how to compensate a…
What are customers of IT services who work in the same organization as the service provider known as? A. Strategic customers B. External customers C. Valued customers D. Internal customers
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other? A. Configuration baseline B. Project baseline C. Change baseline D. Asset baseline
Which of the following is NOT an objective of the operations management function? A. Swift application of skills to diagnose any IT operations failures that occur B. Delivering operational improvements to achieve reduced costs C. Management of the definitive media…
Which service transition process provides guidance about converting data into information? A. Change evaluation B. Knowledge management C. Service validation and testing D. Service asset and configuration management
In the phrase "People, Processes, Products and Partners". Products refers to: A. IT Infrastructure and Applications B. Services, technology and tools C. Goods provided by third parties to support the IT Services D. All assets belonging to the Service Provider
A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk. What should the service desk open? A. A problem record B. A service request C. An incident record D.…
What do customer perceptions and business outcomes help to define? A. The value of a service B. Governance C. Total cost of ownership (TCO) D. Key performance indicators (KPIs)