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Question No : 1
A. Technical management
B. IT operations management
C. Request fulfillment
D. Applications management
Question No : 2
A. Definitive Media Library
B. Definitive Software Store
C. Service Knowledge Management System
D. Software Secure Library
Question No : 3
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
Question No : 4
Question No : 5
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Question No : 6
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 : 7
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
Question No : 8
A. The value of a service
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Question No : 9
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Question No : 10
A. Ensure the design stage of the Lifecycle
B. Ensure Portfolio Management is in place
C. Ensure delivery and support of a service
D. Ensure service Key Performance Indicators (KPIs) are reported
Question No : 11
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Question No : 12
A. A type of Incident
B. A warning that a threshold has been reached or that something has changed
C. An error message to the user of an application
D. An audit report that indicates areas where IT is not performing according to agreed procedures
Question No : 13
A. Capacity management
C. Service design
D. Service level management
Question No : 14
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
Question No : 15
A. They must contain legal wording because of their importance
B. There should always be a separate SLA for each specific customer
C. The wording must be clear and concise to allow no room for ambiguity
D. Changes to the SLA can only be requested by the customer