Ensurepass  QUESTION 51 Which of the following is an objective of Release and Deployment Management?   A.  To standardize methods and procedures used for efficient and prompt handling of all Changes B.  To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS) C.  To ensure that overall business risk of Change is optimized D.  To define and agree release and deployment plans with customers and stakeholders Read more [...]
Ensurepass  QUESTION 41 What do technology metrics measure?   A.  Components B.  Processes C.  The end to end service D.  Customer satisfaction   Answer:  A     QUESTION 42 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 Read more [...]
Ensurepass  QUESTION 31 Major Incidents require?   A.  Less documentation B.  Longer timescales C.  Less urgency D.  Separate procedures   Answer:  D       QUESTION 32 A Service Level Agreement is?   A.  The part of a contract that specifies responsibilities of each party B.  An agreement between the Service Provider and their customer C.  An agreement between a Service Provider and an external supplier D.  An agreement Read more [...]
EnsurepassQUESTION 21 Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:   A.  People, Process, Partners, Suppliers B.  People, Process, Products, Technology C.  People, Process, Products, Partners D.  People, Products, Technology, Partners   Answer:  C     QUESTION 22 Who is responsible for defining Key Performance Indicators for Change Management?   A.  The Service Owner B.  The Read more [...]
Ensurepass  QUESTION 11 Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?   A.  RACI model B.  Incident model C.  Continual service improvement (CSI) model D.  The Deming Cycle   Answer:  A     QUESTION 12 Which of the following is the responsibility of supplier management to negotiate and agree?   A.  Service level agreements (SLAs) B.  Third-party contracts Read more [...]
EnsurepassQUESTION 1 Which of the following drives demand for services?   A.  Infrastructure trends B.  Patterns of business activity (PBA) C.  Cost of providing support D.  Service level agreements (SLA)   Answer:  A     QUESTION 2 Reliability is a measure of:   A.  The availability of a service or component B.  The level of risk that could impact a service or process C.  How long a service or component can perform its function without Read more [...]