Which of the following is NOT an objective of service transition?A . To ensure that a service can be operated, managed and supportedB . To providetraining and certification in project managementC . To provide quality...
In which of the following should details ofa workaround be documented?A . The service level agreement (SLA)B . The problem recordC . The availability management information systemD . The IT service planView AnswerAnswer: B
What is a service delivered between two business units in the same organization known as?A . Strategic serviceB . Delivered serviceC . Internal serviceD . External serviceView AnswerAnswer: C
Which of the following BEST describes the purpose of access management?A . To provide a channel for users to request and receive standard servicesB . Providesthe rights for users to be able to use a...
Implementing all standard changesA . All of the aboveB . 1, 2 and 3 onlyC . 2 and 4 onlyD . 3 and 4 onlyView AnswerAnswer: B
Which of the following is NOT a benefit of using public frameworks and standards?A . Knowledge of public frameworks is more likely to be widely distributedB . They are always free ensuring they can be...
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?A . The IT directorB . The process ownerC . The service ownerD . The customerView...
The remediation plan should be evaluated at what point in the change lifecycle?A . Before the change is approvedB . Immediately after the change has failed and needs to be backed outC . After implementation...
The multi-level SLA' is a three-layer structure. Which one of thefollowing layers is NOT part of this type of SLA?A . Customer levelB . Service levelC . Corporate levelD . Configuration levelView AnswerAnswer: D
Which process or function is responsible for monitoring activities and events in the IT infrastructure?A . Service level managementB . IT operations managementC . Capacity managementD . Incident managementView AnswerAnswer: B