What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?A . EmployersB . StakeholdersC . RegulatorsD . AccreditorsView AnswerAnswer: B
Which of the following are basic concepts used in access management?A . Personnel, electronic, network, emergency, identityB . Rights, access, identity, directory services, service/service componentsC . Physical, personnel, network, emergency, serviceD . Normal, temporary, emergency,...
Which two processes will contribute MOST to enabling effective problem detection?A . Incident and financial managementB . Change and release and deployment managementC . Incident and event managementD . Knowledge and service level managementView AnswerAnswer:...
Which process is responsible for dealing with complaints, comments, and general enquiries from users?A . Service level managementB . Service portfolio managementC . Request fulfilmentD . Demand managementView AnswerAnswer: C
Which process would be used to compare the value that newer services have offered over those they have replaced?A . Availability managementB . Capacity managementC . Service portfolio managementD . Service catalogue managementView AnswerAnswer: C
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 baselineB . Project baselineC . Change baselineD ....
Availability management is directly responsible for the availability of which of the following?A . IT services and componentsB . IT services and business processesC . Components and business processesD . IT services, components and business...
Which process includes business, service and component sub-processes?A . Capacity managementB . Incident managementC . Service level managementD . Financial managementView AnswerAnswer: A
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 servicesB . Component servicesC . Supporting servicesD . Customer servicesView...
Which process is responsible for managing relationships with vendors?A . Change managementB . Service portfolio managementC . Supplier managementD . Continual service improvementView AnswerAnswer: C
