Which of the following activities is NOT a part of the Derning Cycle?

Which of the following is the BEST definition of an event?

Which of the following statements about incident reporting and logging is CORRECT?

Which of the following is an example of self-help capabilities?

Which of the following availability management activities are considered to be proactive as
opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution

Which of the following do Technology metrics measure?

The design of IT services requires the effective and efficient use of what?

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 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?
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