Where would you expect incident resolution targets to be documented?
Where would you expect incident resolution targets to be documented?
What is such a measure called?
You have an office that designs corporate logos. You have been working on a draft for a
large client. Just as you are going to press the <save> button, the screen goes blank. The
hard disk is damaged and cannot be repaired. You find an early version of the design in your
mail folder and you reproduce the draft for the customer. What is such a measure called?
Which of the following provide value to the business from service strategy?
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make
their customer’s successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
3. Reduction in the duration and frequency of service outages
What is this risk strategy called?
You are the owner of the courier company SpeeDelivery. You have carried out a risk
analysis and now want to determine your risk strategy. You decide to take measures for the
large risks but not for the small risks. What is this risk strategy called?
What are the categories of event described in the ITIL service operation book?
What are the categories of event described in the ITIL service operation book?
Which characteristics are these?
Three characteristics determine the reliability of information. Which characteristics are
these?
which of the following?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
What action is an unintentional human threat?
What action is an unintentional human threat?
Which one of the following is concerned with policy and direction?
Which one of the following is concerned with policy and direction?
Which of the following should be considered when designing measurement systems, methods and metrics?
Which of the following should be considered when designing measurement systems, methods and
metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes