Which of the following is an example of self-help capabilities?
A. Menu-driven range of facilities used to access service requests
B. Calls to the service desk to register standard changes
C. A software update downloaded automatically to all laptops in an organization
D. Software to allow programmers to debug code
Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?
A. Definitive Media Library
B. Definitive Software Store
C. Service Knowledge Management System
D. Software Secure Library
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
A. Service Operation
B. Capacity Management
C. Service Design
D. Availability Management
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
A. Early Life Support
B. Service Test Manager
C. Evaluation
D. Release Packaging and Build Manager
Which of the following should NOT be a concern of Risk Management?
A. To ensure that the organization can continue to operate in the event of a major disruption or disaster
B. To ensure that the workplace is a safe environment for its employees and customers
C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
D. To ensure only the change requests with mitigated risks are approved for implementation
What are the two major processes in Problem Management?
A. Technical and Service
B. Resource and Proactive
C. Reactive and Technical
D. Proactive and Reactive
What are the processes within Service Operation?
A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
B. Event Management, Incident Management. Change Management and Access Management
C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management
D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
The BEST processes to automate are those that are:
A. Carried out by Service Operations
B. Carried out by lots of people
C. Critical to the success of the business mission
D. Simple and well understood
Which process lists "Understanding patterns of business activity" as a major role?
A. Demand Management
B. Supplier Management
C. Service Desk
D. Request Fulfillment
Which of the following activities is NOT a part of the Derning Cycle?
A. Act
B. Plan
C. Do
D. Co-ordinate
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