Which of these is NOT a responsibility of Application Management?
A. Ensuring that the correct skills are available to manage the infrastructure
B. Providing guidance to IT Operations about how best to manage the application
C. Deciding whether to buy or build an application
D. Assisting in the design of the application
What is a RACI model used for?
A. Defining roles and responsibilities
B. Performance analysis
C. Recording Configuration Items
D. Monitoring services
Which of the following is NOT an aim of the Change Management process?
A. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system
B. Overall business risk is optimized
C. Standardized methods and procedures are used for efficient and prompt handling of all Changes
D. All budgets and expenditures are accounted for
The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To design and build processes that will meet business needs
C. To proactively prevent all outages to IT Services
D. To deliver and support IT Services at agreed levels to business users and customers
Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure electronic library that contains all copies of software andlicences
C. A secure library where definitive authorized versions of all software and back-ups are stored and protected
D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected
Which Service Design process makes the most use of data supplied by Demand Management?
A. IT Service Continuity Management
B. Service Catalogue Management
C. Capacity Management
D. Service Level Management
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A. The Request Fulfillment Process Manager
B. The Request Fulfillment Process Owner
C. The Service Manager
D. The Service Desk Manager
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
A. Service Operation
B. Service Transition
C. Service Strategy
D. Service Design
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce and maintain all necessary Service Transition packages
B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Which is the first step in the 7 Step Improvement Process?
A. Where are we now?
B. Identify gaps in Service Level Agreement (SLA) achievement
C. Prepare for action D. Define what you should measure
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