What kind of actions should the Service Desk analyst take in this instance?
There have been multiple incidents recorded by the Service Desk. It appears that the network is congested due to multiple connections. What kind of actions should the Service Desk analyst take in this instance? A. They should ask the Capacity Manager to expand the capacity of the network B. They should ask the Problem Manager […]
What is the difference between a Known Error and a Problem?
What is the difference between a Known Error and a Problem? A. The underlying cause of a Known Error is known. The underlying cause of a Problem is not known B. A Known Error involves an error in the IT infrastructure, A C. Problem does not involve such an error. D. A Known Error always […]
Technical Management is NOT responsible for?
Technical Management is NOT responsible for? A. Maintenance of the technical Infrastructure B. Documenting and maintaining the technical skills required to manage and support the IT Infrastructure C. Defining the Operational Level Agreements for the various technical teams D. Diagnosis of, and recovery from, technical failures
Functions are best described as?
Functions are best described as? A. Self-Contained units of organizations B. Inter-related activities with a defined goal or output C. Closed loop control systems D. A team of IT staff who provide a single point of contact for all user communication
Which of the following BEST describes the purpose of Event Management?
Which of the following BEST describes the purpose of Event Management? A. To detect events, make sense of them and determine the appropriate control action B. To monitor interactions and exceptions within the infrastructure C. To monitor and control the activities of technical staff D. To detect and escalate exceptions to normal service operation
Which is part of service provision?
Which is part of service provision? A. The management of resources configured to deliver the service B. The management of resources needed to consume the service C. The grouping of one or more services based on one or more products D. The joint activities performed to ensure continual value co-creation
What is warranty?
What is warranty? A. Assurance that a product or service will meet agreed requirements B. The amount of money spent on a specific activity or resource C. The functionality offered by a product or service to meet a particular need D. The perceived benefits, usefulness and importance of something
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which practice coordinates the classification, ownership and communication of service requests and incidents? A. Supplier management B. Service desk C. Problem management D. Relationship management
Which statement about emergency changes is CORRECT?
Which statement about emergency changes is CORRECT? A. The testing of emergency can be eliminated in order to implement the change quickly B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C. Emergency changes should be authorized and implemented as service requests D. Emergency changes must be […]
When should a full risk assessment and authorization be carried out for a standard change?
When should a full risk assessment and authorization be carried out for a standard change? A. Each time the standard change is implemented B. When the procedure for the standard change is created C. At least once a year D. When an emergency change is requested