Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
Consider the following list:
1) Change Authority
2) Change Manager
3) Change Advisory Board (CAB) What are these BEST described as?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
What are Request Models used for?
A. Capacity Management
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D. Identifying frequently received user requests and defining how they should be handled
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
A. The Asset Register
B. The Service Knowledge Management System
C. The Known Error Database
D. The Information Management System
Where should details of a Workaround always be documented?
A. The Service Level Agreement (SLA)
B. The Problem Record
C. The Availability Management Information System
D. The IT Service Continuity Plan
Which of the following statements is CORRECT?
A. IT Service Continuity Management can only take place once Business Continuity Management has been established
B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
C. Business Continuity Management and IT Service Continuity Management must be established at the same time
D. IT Service Continuity Management is not required when IT is outsourced to a third party provider
What is the Service Pipeline?
A. All services that are at a conceptual or development stage
B. All services except those that have been retired
C. All services that are contained within the Service Level Agreement (SLA)
D. All complex multi-user services
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
A. Service Level Management
B. Change Management
C. Incident Management
D. Service Asset and Configuration Management
The MAIN objective of Service Level Management is:
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
As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1) An internal service provider embedded within a business unit
2) An internal service provider that provides shared IT services
3) An external service provider
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
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