1 only
2 only
Bothofthe above
Neitherofthe above
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Service Level Management
Problem Management
Change Management
Event Management
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Incidents must only be logged if a resolution is not immediately available
Only incidents reported to the Service Desk can be logged
All incidents must be fully logged
The Service Desk decide which incidents to log
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Incident Model
Problem Model
Configuration Model
Change Model
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1 only
Both of the above
2 only
Neither of the above
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A decision support and planning tool that projects the likely consequences of a business action
A portable device designed for the secure storage and transportation of important documents
A complaint by the business about a missed service level.
The terms and conditions in an IT outsource contract.
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The value of a service
Customer satisfaction
Total Cost of Ownership (TCO)
Key Performance Indicators (KPIs)
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Do
Perform
Implement
Measure
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Technical and Service
Resource and Proactive
Reactive and Technical
Proactive and Reactive
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Wisdom - Information - Data - Knowledge
Data - Information - Knowledge - Wisdom
Knowledge - Wisdom - Information - Data
Information - Data - Knowledge - Wisdom
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Demand Management
Supplier Management
Service Desk
RequestFulfilllment
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The ITIL Complementary Guidance
The Service Support book
Pocket Guides
The Service Strategy book
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Definitive Media Library
Definitive Software Store
Service Knowledge Management System
Software Secure Library
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As many as necessary to complete the activity
Only one - the process owner
Two - the process owner and the process enactor
Only one - the process architect
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Availability Management
Demand Management
Financial Management
Service Level Management
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Negotiating and agreeing Service Level Agreement
Negotiating and agreeing Operational Level Agreements
Ensuring that the information within the Service Catalogue is adequately protected and backedup.
Only ensure that adequate technical resources are available
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Operational Level Agreement (OLA)
Capacity Plan
Service Level Agreement (SLA)
SLA Monitoring Chart (SLAM)
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Configuration Baseline
Project Baseline
Change Baseline
Asset Baseline
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1 only
2 and 3 only
1, 2 and 4 only
All of the above
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An item of hardware or software registered in the asset database
A collection of information used to describe a hardware or software item
An asset, service component or other item that is, or will be, under the control of Configuration Management
Information recorded by the Service Desk when an Incident is reported
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1 and 2 only
1 only
All of the above
1 and 3 only
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People, Process, Partners, Suppliers
People, Process, Products, Technology
People, Process, Products, Partners
People, Products, Technology, Partners
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The Service Level Manager
The IT Service Continuity Manager
The Service Catalogue Manager
The Supplier Manager
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An agreement between the service provider and another part of the same organization
An agreement between the service provider and an external organization
A document that describes to a customer how services will be operated on a day-to-day basis
A document that describes business services to operational staff
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A Problem model
A Service Improvement Plan (SIP)
A Request for Change (RFC)
A Business Case
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Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
Public standards are always cheaper to adopt
Public frameworks are prescriptive and tell you exactly what to do
Proprietary knowledge has been tested in a wide range of environments
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Process owners are more important to service management than service owners
Service owners are more important to service management than process owners
Service owners are as important to service management as process owners
Process owners and service owners are not required within the same organization
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The Change Advisory Board
A person that provides formalauthorisation for a particular type of change.
A role, person or a group of people that provides formalauthorisation for a particular type of change.
The Change Manager who provides formal authorisation for each change
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The Configuration Management System is part of the Known Error Data Base
The Service Knowledge Management System is part of the Configuration Management System
The Configuration Management System is part of the Service Knowledge Management system
The Configuration Management System is part of the Configuration Management Database
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The Service Provider
The Service Level Manager
The Customer
The Finance department
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A measurement of cost
A function described within Service Transition
The team of people responsible for implementing a release
The portion of a service or IT infrastructure that is normally released together
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1 only
2 and 3 only
1, 2 and 4 only
All of the above
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Carried out by Service Operations
Carried out by lots of people
Critical to the success of the business mission
Simple and well understood
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Value on Investment (VOI), Return on Investment (ROI)
Customer and User satisfaction
Understanding Service Requirements and Warranty
Utility and Warranty
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A Problem model
A Service Improvement Plan (SIP)
A Request for Change (RFC)
A Business Case
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1 only
2 and 3 only
1,2, and 4 only
All of the above
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Categorization
Logging
Prioritization
Closure
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Any detectable or discernable occurrence that has significance for the management of the IT infrastructure
An unplanned interruption to an IT service
The unknown cause of one or more Incidents
Reducing or eliminating the cause of an Incident or Problem
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Service Operation
Service Transition
Continual Service Improvement
Service Strategy
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Request for Change
Problem Resolution
Incident Records
New Known Errors
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Service Strategy
Service Transition
Service Operation
Continual Service Improvement
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Service Design
Service Transition
Service Strategy
Service Operation
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1, 2, and 3 only
1, 3, and 4 only
2, 3, and 4 only
All of the above
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A Known Error for which the cause and resolution are not yet known
The cause of two or more Incidents
A serious Incident which has a critical impact to the business
The cause of one or more Incidents
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1, 3 and 4 only
All of the above
1, 2 and 3 only
1, 2 and 4 only
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Service level requests
Changes and Releases
Password resets
Incidents and Problems
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Change Management
Service Transition
Service Strategy
Service Design
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1, 2 and 3 only
All of the above
1 and 2 only
1, 2 and 4 only
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