Which of the following statements about Service Asset and Configuration Management is/are CORRECT?
Which of the following statements about Service Asset and Configuration Management is/are
CORRECT?
1) A Configuration Item (CI) can exist as part of any number of other CIs at the same time
2) Choosing which CIs to record will depend on the level of control an organization wishes to exert
A configuration model can be used to help…
A configuration model can be used to help
1) Assess the impact and cause of incidents and problems
2) Assess the impact of proposed changes
3) Plan and design new or changed services
4) Plan technology refresh and software upgrades
Which of these recommendations is good practice for Service Level Management?
Which of these recommendations is good practice for Service Level Management?
1) Include legal terminology in Service Level Agreements (SLAs)
2) It is NOT necessary to be able to measure all the targets in an SLA
Which of the following BEST describes ‘Partners’ in the phrase "People, Processes, Products a
Which of the following BEST describes ‘Partners’ in the phrase “People, Processes, Products and
Partners”?
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Which process is responsible for dealing with complaints, comments, and general enquiries from
users?
which of the following?
A Process Owner is responsible for which of the following?
1) Documenting the process
2) Defining process Key Performance Indicators (KPIs)
3) Improving the process
4) Performing all activities involved in a process
Which of the following would BEST be used to record all third party contract details together with details of
Which of the following would BEST be used to record all third party contract details together with
details of the type of services each contractor provides?
which process?
Understanding customer usage of services and how this varies over time is part of which process?
Which of the following would commonly be in a contract underpinning an IT service?
Which of the following would commonly be in a contract underpinning an IT service?
1) Marketing information
2) Contract description and scope
3) Responsibilities and dependencies
Which of the following areas would technology help to support during the Service Lifecycle?
Which of the following areas would technology help to support during the Service Lifecycle?
1) Data mining and workflow
2) Measurement and reporting
3) Release and deployment
4) Process Design