What is the BEST description of an operational level agreement (OLA)?

Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of “the four Ps.” What are these four Ps?

Which one of the following statements is CORRECT?

Which one of the following is an objective of release and deployment management?

Which one of the following is NOT the responsibility of service catalogue management?

Which one of the following is the BEST definition of reliability?

Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites