Which of the following activities are performed by a desk?
Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
When can a known error record be raised?
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
Who is responsible for defining metrics for change management?
Who is responsible for defining metrics for change management?
Which one of the following would NOT be defined as part of every process?
Which one of the following would NOT be defined as part of every process?
Which process is responsible for the availability, confidentiality and integrity of data?
Which process is responsible for the availability, confidentiality and integrity of data?
Which one of the following is NOT a characteristic of a process?
Which one of the following is NOT a characteristic of a process?
Which of the following are within the scope of service asset and configuration management?
Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration
management
What has to be included in a well defined process?
What has to be included in a well defined process?
What data is recorded when an incident is reported to the Service Desk?
What data is recorded when an incident is reported to the Service Desk?
Which Management Review evaluates IT staff performance and operational efficiency?
Which Management Review evaluates IT staff performance and operational efficiency?