Summer Special Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: exc65

examout.co

Which of the following is NOT a valid objective of problem management?

A.

To prevent problems and their resultant Incidents

B.

To manage problems throughout their lifecycle

C.

To restore service to a user

D.

To eliminate recurring incidents

Which one of the following is the purpose of service level management?

A.

To carry out the service operations activities needed to support current IT services

B.

To ensure that sufficient capacity is provided to deliver the agreed performance of services

C.

To create and populate a service catalogue

D.

To ensure that an agreed level of IT service is provided for all current IT services

Consider the following list:

1. Change authority

2. Change manager

3. Change advisory board (CAB)

Which one of the following is the BEST description of the items above?

A.

Job descriptions

B.

Functions

C.

Teams

D.

Roles, people or groups

Which two processes will contribute MOST to enabling effective problem detection?

A.

Incident and financial management

B.

Change and release and deployment management

C.

Incident and event management

D.

Knowledge and service level management

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A.

Data

B.

Information

C.

Knowledge

D.

Governance

Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident

2. Chronological order of steps to resolve the incident

A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

Which process is responsible for discussing reports with customers showing whether services have met their targets?

A.

Continual service improvement

B.

Change management

C.

Service level management

D.

Availability management

What is the name of the group that should review changes that must be implemented faster than the normal change process?

A.

Technical management

B.

Emergency change advisory board

C.

Urgent change board

D.

Urgent change authority

Which statement about the emergency change advisory board (ECAB) is CORRECT?

A.

The ECAB considers every high priority request for change

B.

Amongst the duties of the ECAB is the review of completed emergency changes

C.

The ECAB will be used for emergency changes where there may not be time to call a full CAB

D.

The ECAB will be chaired by the IT director

Which one of the following is an objective of service catalogue management?

A.

Negotiating and agreeing service level agreement

B.

Negotiating and agreeing operational level agreements

C.

Ensuring that the service catalogue is made available to those approved to access it

D.

Only ensuring that adequate technical resources are available