Where should all master copies of controlled software and documentation be stored?
A. In the definitive software library
B. In the definitive media library
C. In the definitive security library
D. In the definitive production library
Which service lifecycle stage provides the following values to the business?
A. Service transition
B. Service strategy
C. Service operation
D. Service design
A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?
A. A functional escalation
B. A service level escalation
C. An incident resolution
D. A hierarchic escalation
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service transition
B. Service level management
C. Service operation.
D. Service Design.
Which is an objective of event management?
A. To maintain user satisfaction with the quality of IT services
B. To detect changes of state that have significance for management of an IT service
C. To provided a channel for users to receive standard services that they are expecting
D. To minimize the impact of incidents due to service failures that cannot be prevented
What is the BEST definition of an internal service?
A. It is a supporting service delivered between functions of the IT service provider
B. It is any customer-facing service delivered by an outsourced provider
C. It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
D. It is a service delivered between departments or business units in the same organization
Which is the BEST definition of a service?
A. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
C. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
D. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).
Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
A. Technology, customer, user
B. Corporate, customer, service
C. Corporate, customer, technology
D. Service,user, IT
Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?
A. Business relationship management
B. Service level management
C. Availability management
D. Change management
What should a release policy include?
A. Roles and responsibilities across all the service transition processes.
B. Roles and responsibilities for updating the configuration management database (CMDB.
C. Criteria and authorization to exit early life support and handover to the service operation function.
D. How request for changes (RFCs) are approved for software releases in the IT production environment.
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