What do technology metrics measure?


A.  Components

B.  Processes

C.  The end to end service

D.  Customer satisfaction


Answer:  A




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


A.  Any detectable or discernable occurrence that has significance for the management of the IT infrastructure

B.  An unplanned interruption to an IT service

C.  The unknown cause of one or more Incidents

D.  Reducing or eliminating the cause of an Incident or Problem


Answer:  A




Which of the following is the BEST definition of the term service management?


A.  A set of specialized organizational capabilities for providing value to customers in the form of services

B.  A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C.  The management of functions within an organization to perform certain activities

D.  Units of organizations with roles to perform certain activities


Answer:  A




The ‘multi-level SLA’ is a three-layer structure. Which of the following layers is NOT part of this type of SLA?


A.  Customer level

B.  Service level

C.  Corporate level

D.  Configuration level


Answer:  D




IT Service Continuity strategy should be based on:


1) Design of the service technology

2) Business continuity strategy

3) Business Impact Analysis

4) Risk assessment


A.  1, 2 and 4 only

B.  1, 2 and 3 only

C.  2, 3 and 4 only

D.  1, 3 and 4 only


Answer:  C




Which of the following is NOT a valid objective of Problem Management?


A.  To prevent Problems and their resultant Incidents

B.  To manage Problems throughout their lifecycle

C.  To restore service to a user

D.  To eliminate recurring Incidents


Answer:  C




Which of the following is NOT a responsibility of service transition?


A.  To ensure that a service can be managed, operated and supported within constraints specified by design

B.  To design and develop capabilities for service management

C.  To provide quality knowledge of change and release and deployment management

D.  To plan the resource requirements to manage a release


Answer:  B




Which process is responsible for providing the rights to use an IT service?


A.  Incident management

B.  Access management

C.  Change management

D.  Request fulfilment


Answer:  B




What is the BEST description in of a major incident?


A.  An incident which is so complex that it requires root cause analysis before a workaround can be found.

B.  An incident which requires a large number of people to resolve

C.  An incident logged by a senior manager

D.  An incident with a high priority or which has high impact on the business


Answer:  D




Which of the following are Service Desk organizational structures?


1. Local Service Desk

2. Virtual Service Desk

3. IT Help Desk

4. Follow the Sun


A.  2, 3 and 4 only

B.  1, 2 and 4 only

C.  1, 2 and 3 only

D.  1, 3 and 4 only


Answer:  B



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