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NEW QUESTION 39
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
- A. No: a known error record is created when the original incident is raised
- B. No: a known error record should be created with the next release of the service
- C. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
- D. No: the Known Error should be created before the problem is logged
Answer: C
NEW QUESTION 40
Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?
- A. Corporate, customer, technology
- B. Corporate, customer, service
- C. Service, user, IT
- D. Technology, customer, user
Answer: B
NEW QUESTION 41
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
- A. A request for change
- B. A known error database
- C. A definitive media library
- D. A capacity database
Answer: B
NEW QUESTION 42
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
- A. Business services
- B. Customer services
- C. Supporting services
- D. Component services
Answer: C
NEW QUESTION 43
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
- A. 2 and 3 only
- B. None of the above
- C. 1 and 3 only
- D. 1 and 2 only
Answer: C
NEW QUESTION 44
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
- A. Incident management, service desk, request fulfilment, access management, and event management
- B. Event management, incident management, change management, and access management
- C. Event management, incident management, problem management, request fulfilment, and access management
- D. Incident management, problem management, service desk, request fulfilment, and event management
Answer: C
NEW QUESTION 45
Which one of the following is NOT an objective of problem management?
- A. Restoring normal service operation as quickly as possible
- B. Eliminating recurring incidents
- C. Preventing problems and resulting incidents from happening
- D. Minimizing the impact of incidents that cannot be prevented
Answer: A
NEW QUESTION 46
What are customers of IT services who do NOT work in the same organization as the service provider known as?
- A. External customers
- B. Strategic customers
- C. Valued customers
- D. Internal customers
Answer: A
NEW QUESTION 47
Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?
- A. Business capacity management
- B. Service capacity management
- C. Supplier capacity management
- D. Component capacity management
Answer: A
NEW QUESTION 48
Which statement about service review meetings is FALSE?
- A. Issues for the upcoming period should be discussed at the meetings
- B. Meetings should be held on a regular basis to review service achievement
- C. Progress and success of the service improvement programme (SIP) should be reviewed
- D. Actions from service review meetings should only be assigned to the service provider
Answer: D
NEW QUESTION 49
Which process analyses services that are no longer viable and when they should be retired?
- A. Service level management
- B. Service portfolio management
- C. Business relationship management
- D. Change management
Answer: B
NEW QUESTION 50
Which function is responsible for the closure of an incident record?
- A. Event management
- B. Either the service desk or an appropriate third party engineer
- C. The service desk
- D. Any appropriate function
Answer: C
NEW QUESTION 51
Which process would be used to compare the value that newer services have offered over those they have replaced?
- A. Capacity management
- B. Service portfolio management
- C. Service catalogue management
- D. Availability management
Answer: B
NEW QUESTION 52
How are groups, teams, departments and divisions classified?
- A. Technicians
- B. Processes
- C. Functions
- D. Roles
Answer: C
NEW QUESTION 53
Which is the BEST definition of a supplier?
- A. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
- B. It is a third party responsible for supplying goods or services that are required to deliver IT services
- C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
- D. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
Answer: A
NEW QUESTION 54
Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?
- A. Service level management
- B. Availability management
- C. Business relationship management
- D. Change management
Answer: D
NEW QUESTION 55
Which of the following is the best definition of IT service management?
- A. Technical implementation of supporting IT infrastructure components
- B. A complete set of all the documentation required to deliver world class services to customers
- C. An internal service provider that is embedded within a business unit
- D. The implementation and management of quality IT services that meet business needs
Answer: D
NEW QUESTION 56
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
- A. Measure
- B. Perform
- C. Implement
- D. Do
Answer: D
NEW QUESTION 57
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