The group that authorizes changes that must be installed faster than the normal process is called the?
A. CAB Emergency Committee (CAB/EC)
B. Emergency CAB (ECAB)
C. Urgent Change Board (UCB)
D. Urgent Change Authority (UCA)
What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Defining roles and responsibilities
D. Monitoring services
Which of the following statements is CORRECT?
A. The KEDB and the CMS form part of the larger SKMS
B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The CMS is part of the Configuration Management Data Base (CMDB)
Which Service Design process makes the most use of data supplied by Demand Management?
A. IT Service Continuity Management
B. Service Level Management
C. Service Catalogue Management
D. Capacity 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 Desk Manager
D. The Service Manager
Which of the following is the BEST definition of an Incident?
A. A warning that a threshold has been reached, something has changed, or a failure has occurred
B. An unplanned interruption to an IT service or reduction in the quality of an IT service
C. A change of state which has significance for the management of a Configuration Item or IT Service
D. Loss of ability to operate to specification, or to deliver the required output
The term 'Service Management' is best used to describe?
A. Units of organizations with roles to perform certain activities
B. A set of specialized organizational capabilities for providing value to customers in the form of services
C. The management of functions within an organization to perform certain activities
D. A set of specialized organizational capabilities for providing functions to customers in the form of services
The difference between service metrics and technology metrics is BEST described as?
A. Service metrics measure the end to end service; Technology metrics measure individual components
B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
Which role would you MOST expect to be involved in the management of Underpinning Contracts?
A. IT Designer/Architect
B. Process Manager
C. Service Catalogue Manager
D. Supplier Manager
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
C. Ensuring that information in the Service Catalogue is accurate
D. Ensuring that information within the Service Pipeline is accurate
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