When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management (SLM) require input?
A. Availability Management
B. Capacity Management Financial
C. Management for IT Services
D. IT Service Continuity Management
What is the objective of a Management System?
A. to define, agree, record and manage levels of services
B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed costand services quality
D. to provide the policies and the framework that is needed for the effective management and implementationof all IT services
A Release policy needs to be documented and agreed. What must be included in the Release policy?
A. an analysis of the success or failure of
B. Releases Requests For Change (RFCs)
C. the frequency and type of Releases
D. the Release dates
Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?
A. Availability Management
B. Capacity Management Financial
C. Management for IT Services
D. IT Service Continuity Management
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location. What is the name of this location?
A. Capacity Database
B. Configuration Management Database (CMDB)
C. Definitive Software Library (DSL)
D. Software Distribution Library
Which processes should the Plan, Do, Check, Act methodology be applied to?
A. all of the processes within the scope
B. the Planning and Implementing Service Management process
C. the Requirements for a Management System process
D. those that support business critical services
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A. annually
B. monthly
C. only when there is a business need to change the service
D. quarterly
What is a purpose of ISO/IEC 20000?
A. to promote the adoption of an integrated process approach
B. to promote the adoption of IT governance
C. to provide best practice guidance on IT Service Management
D. to provide best practice guidance on security management
A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered. What is the name of the document?
A. Service Catalog
B. Service Level Agreement (SLA)
C. Service Level Requirement
D. Underpinning Contract
When can the building and testing of a Change begin?
A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
B. As soon as there is a correct network plan for the change
C. As soon as the Request for Change (RFC) has been formally authorized
D. As soon as the Request for Change (RFC) has been classified
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