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Question No : 1
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
Question No : 2
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
A. 1 and 3 only
B. All of the above
C. 1 and 2 only
D. 2 and 3 only
Question No : 3
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
Question No : 4
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Question No : 5
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Question No : 6
A. To provide a channel for users to request and receive standard services
B. Provides the rights for users to be able to use a service or group of services
C. To prevent problems and resulting Incidents from happening
D. To detect security events and make sense of them
Question No : 7
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
Question No : 8
A. Change management
B. Service portfolio management
C. Supplier management
D. Continual service improvement
Question No : 9
A. Service level management
B. Service catalogue management
C. Demand management
D. Service transition
Question No : 10
A. Reduced total cost of ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skills to support live services
Question No : 11
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
Question No : 12
A. An unplanned disruption of service unless there is a backup to that service
B. An unplanned interruption to service or a reduction in the quality of service
C. Any disruption to service whether planned or unplanned
D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
Question No : 13
Question No : 14
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Question No : 15