Ensurepass  QUESTION 51 Which one of the following would NOT involve event management?   A. Intrusion detection B. Recording and monitoring environmental conditions in the data centre C. Recording service desk staff absence D. Monitoring the status of configuration items   Correct Answer: C     QUESTION 52 The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?   A. People, process, partners, performance Read more [...]
Ensurepass  QUESTION 41 What is the BEST description of an operational level agreement (OLA)?   A. An agreement between the service provider and another part of the same organization. B. An agreement between the service provider and an external organization. C. A document that describes to a customer how services will be operated on a day-to-day basis. D. A document that describes business services to operational staff.   Correct Answer: A     QUESTION 42 Which Read more [...]
Ensurepass  QUESTION 31 Which one of the following includes four stages called Plan, Do, Check and Act?   A. The Deming cycle B. The continual service improvement approach C. The seven-step improvement process D. The service lifecycle   Correct Answer: A     QUESTION 32 Which one of the following does service metrics measure?   A. Functions B. Maturity and cost C. The end-to-end service D. Infrastructure availability   Correct Answer: Read more [...]
Ensurepass  QUESTION 21 What should a service always deliver to customers?   A. Applications B. Infrastructure C. Value D. Resources   Correct Answer: C     QUESTION 22 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   A. 1, 2 and 3 only B. All of the above C. 1, 3 and 4 only D. 1 and 3 only Correct Answer: Read more [...]
Ensurepass  QUESTION 11 Which one of the following is the BEST description of a service level agreement (SLA)?   A. The part of a contract that specifies the responsibilities of each party. B. An agreement between the service provider and an internal organization. C. An agreement between a service provider and an external supplier. D. An agreement between the service provider and their customer.   Correct Answer: D     QUESTION 12 What is the BEST description Read more [...]
Ensurepass QUESTION 1 Which one of the following is the BEST description of a service request?   A. A request from a user for information, advice or for a standard change B. Anything that the customer wants and is prepared to pay for C. Any request or demand that is entered by a user via a self-help web-based interface D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting   Correct Answer: Read more [...]