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Which function is responsible for the management of a data centre?

A.

Technical management

B.

Service desk

C.

Application management

D.

Facilities management

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Service metrics

C.

The total cost of a service

D.

Key performance indicators (KPIs)

Who is responsible for defining metrics for change management?

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

Which practice would help a user gain access to an application that they need to use?

A.

Service configuration management

B.

Change enablement

C.

Service request management

D.

Service level management

Which practice makes new services available for use?

A.

Change enablement

B.

Release management

C.

Deployment management

D.

IT asset management

What is the purpose of problem management?

A.

Reduces the likelihood and impact of incidents

B.

Ensures services are restored as soon as possible

C.

Helps direct the incident to the correct support area

D.

Determines how the service provider is perceived

Which is the BEST example of an emergency change?

A.

The implementation of a planned new release of a software application

B.

A low-risk computer upgrade implemented as a service request

C.

The implementation of a security patch to a critical software application

D.

A scheduled major hardware and software implementation

What is important for a ‘continual improvement register’ (CIR)?

A.

Improvement ideas are documented, assessed and prioritized

B.

Improvement ideas from many sources are kept in a single CIR

C.

Improvement ideas that are not being actioned immediately are removed from the CIR

D.

Improvement ideas are tested, funded and agreed

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

A.

Relationship management

B.

IT asset management

C.

Release management

D.

Service desk

Which guiding principle recommends assessing the current state and deciding what can be reused?

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback