Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Which of the following would be most useful in helping to implement a workaround as quickly as possible? Question: Which of the following would be most useful in helping to implement a workaround as quickly as possible? Options: A capacity database A definitive media library A request for change A known error database Correct Answer … Read more

Which one of the following is NOT a characteristic of a process?

Which one of the following is NOT a characteristic of a process? Question: Which one of the following is NOT a characteristic of a process? Options: It is measureable It delivers specific results It responds to specific events It structure an organization Correct Answer The Correct Answer for this Question is It structure an organization

What is the Service Pipeline?

What is the Service Pipeline? Question: What is the Service Pipeline? Options: All services that are at a conceptual or development stage All services except those that have been retired All services that are contained within the Service Level Agreement (SLA) All complex multi-user services Correct Answer The Correct Answer for this Question is All … Read more

Which of the following questions does the guidance in service strategy help to answer?

Which of the following questions does the guidance in service strategy help to answer?(1)What services should we offer and to whom?(2)How do we differentiate ourselves from competing alternatives?(3)How do we create value for our customers? Question: Which of the following questions does the guidance in service strategy help to answer? Options: 1 only 2 only … Read more

Which of the following would NOT be a task carried out by the Request Fulfillment process?

Which of the following would NOT be a task carried out by the Request Fulfillment process? Question: Which of the following would NOT be a task carried out by the Request Fulfillment process? Options: The sourcing and delivering of the components of requested standard services (e.g. licenses and software media) Provision of a channel for … Read more

Which statement BEST describes the value of service strategy to the business?

Which statement BEST describes the value of service strategy to the business? Question: Which statement BEST describes the value of service strategy to the business? Options: It allows higher volumes of successful change It reduces unplanned costs through optimized handling of service outages It reduces the duration and frequency of service outages It enables the … Read more

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to: Question: In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to: Options: Only … Read more

Which of these statements about Service Desk staff is CORRECT?

Which of these statements about Service Desk staff is CORRECT? Question: Which of these statements about Service Desk staff is CORRECT? Options: Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them The Service Desk can often be used as a stepping stone … Read more

Which of the following?

Availability management is directly responsible for the availability of which of the following? Question: Which of the following? Options: IT services and components IT services and business processes Components and business processes IT services, components and business processes Correct Answer The Correct Answer for this Question is IT services and components

The BEST processes to automate are those that are:

The BEST processes to automate are those that are: Question: The BEST processes to automate are those that are: Options: Carried out by Service Operations Carried out by lots of people Critical to the success of the business mission Simple and well understood Correct Answer The Correct Answer for this Question is Simple and well … Read more