Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Request fulfilment
Which areas of service management can benefit from automation?
1.
Design and modelling
2.
Reporting
3.
Pattern recognition and analysis
4.
Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Which of the following activities are carried out in the "Where do we want to be?" step of the continual service improvement (CSI) model / approach?
A. Implementing service and process improvements
B. Reviewing measurable improvements
C. Creating a baseline
D. Defining measurable targets
What is reliability a measure of?
A. The availability of a service or component
B. The level of risk that affects a service or process
C. How long a service or component can perform its function without failing
D. How quickly a service or component can be restored to normal working order
Which of the following statements is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system
C. The configuration management system is part of the service knowledge management system
D. The configuration management system is part of the configuration management database
Which of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Which of the following is NOT a responsibility of service transition?
A. To ensure that a service can be managed, operated and supported within constraints specified by design
B. To design and develop capabilities for service management
C. To provide quality knowledge of change and release and deployment management
D. To plan the resource requirements to manage a release
Which of the following is concerned with fairness and transparency?
A. Capacity management
B. Governance
C. Service design
D. Service level management
Which of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible
Which of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are current
C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
D. Ensuring that all operational services are recorded in the service catalogue
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