Customer Review Quiz Questions

The information relating to software release components would be stored in a CMDB (Configuration Management Database). A CMDB is a centralized repository that stores information about the components of an organization's IT infrastructure, including software releases. It helps in managing and tracking the configuration items and their relationships, allowing for better control and visibility over software releases and their components.

Verification is not an element of Availability Management because it is a process that focuses on ensuring that a system or component meets specified requirements. Availability Management, on the other hand, is concerned with ensuring that IT services are available to meet business needs. It involves activities such as monitoring, measuring, and managing the availability of IT services, as well as planning for and improving availability. Verification is more closely related to the process of validating that a system or component meets requirements, rather than managing the availability of IT services.

A remedial service desk is not a recognized service desk structure. The other options, virtual service desk, local service desk, and central service desk, are all recognized structures commonly used in organizations. A virtual service desk refers to a service desk that is accessed remotely, typically through technology, allowing for flexibility and accessibility. A local service desk is a physical service desk located at a specific site or location, providing support to users in that area. A central service desk is a single point of contact for all IT service requests and incidents, serving as a centralized hub for support.

Service Level Management is closely linked to Incident Management, Availability Management, Configuration Management, IT Service Continuity Management, and Change Management. Service Level Management ensures that the agreed-upon service levels are met, and Incident Management, Availability Management, Configuration Management, IT Service Continuity Management, and Change Management all play a role in achieving and maintaining those service levels. Incident Management deals with resolving incidents and minimizing their impact on service levels. Availability Management ensures that services are available as agreed upon in the service level agreements. Configuration Management maintains accurate records of the infrastructure and services to support service level management. IT Service Continuity Management ensures that services can be restored in the event of a disaster or major incident. Change Management ensures that changes are implemented without negatively impacting service levels. Therefore, all of these areas are closely linked to Service Level Management.

SOA within Availability Management refers to Service Outage Analysis. This means that within the context of managing availability, SOA involves analyzing and understanding service outages. This could include investigating the causes of outages, identifying patterns or trends, and developing strategies to prevent or minimize future outages.

Configuration Management plans should be integrated with those of Change & Release Management because both processes are closely related and interdependent. Configuration Management ensures that accurate and up-to-date information about configuration items is maintained, while Change & Release Management is responsible for managing changes to these items and ensuring their successful deployment into the live environment. By integrating the two plans, organizations can ensure that changes to configuration items are properly documented, controlled, and released in a coordinated and efficient manner, minimizing the risk of errors and disruptions to services.

When deciding on the initial scope and depth of the information to be held in a CMDB, it is important not to collect detailed information about CIs that are not under Change Control. This is because Change Control is a process that ensures any changes made to CIs are properly authorized, tested, and documented. Collecting detailed information about CIs that are not under Change Control can lead to unnecessary data clutter and make it difficult to manage and maintain the CMDB effectively. Therefore, it is best to focus on capturing relevant information about CIs that are subject to Change Control.

The Change Manager is responsible for chairing the CAB (Change Advisory Board) meeting. The CAB is responsible for reviewing and approving or rejecting proposed changes to the IT environment. The Change Manager plays a crucial role in facilitating the CAB meeting, ensuring that all relevant stakeholders are present, and guiding the discussion to make informed decisions regarding the changes.

Problem Management does not solely rely on having a mature Incident Management process in place. While having a mature Incident Management process can provide reliable information, it is not the only factor that determines the effectiveness of Problem Management. Progress can still be made on solving long-standing problems even without a mature Incident Management process, indicating that Problem Management is not entirely dependent on it.

The question asks for a CI type that is not considered major. The options provided are Documentation, Software, Purchase order, and Accommodation. Documentation and Software are commonly recognized as major CI types in the field of IT service management. Accommodation is not typically considered a CI type in this context. Therefore, the correct answer is Purchase order.

An incident turns into a problem when it is not resolved within the agreed upon time frame or when it starts to have a significant impact on the business. However, it is important to note that incidents and problems are two different things. Incidents refer to any disruption or degradation in service, while problems are the underlying causes of those incidents. Therefore, incidents may be resolved without ever becoming problems if their underlying causes are not investigated or addressed.

The Service Desk can act as the focal point for receiving incidents and service requests from users, as well as handling complaints and queries. This means that it serves as a central hub for users to report issues or request services, as well as address any concerns or questions they may have. By performing these functions, the Service Desk plays a crucial role in ensuring that user needs are met and that any issues or requests are properly recorded and addressed.

The scope of a release can best be defined by the RFCs that it satisfies. RFCs, or Request for Changes, are formal proposals for changes to be made in a system or process. By identifying and satisfying the RFCs, the scope of the release is determined as it focuses on implementing the changes requested in these proposals. This ensures that the release addresses the specific needs and requirements outlined in the RFCs, making it the most accurate definition of the release's scope.

Having a Service Desk ensures that technical support staff are less likely to be interrupted to deal with user's calls. This is because the Service Desk acts as a central point of contact for users to report their issues and seek assistance. By having a dedicated team to handle these calls and provide initial support, the technical support staff can focus on their core responsibilities and tasks without constant interruptions. This improves their productivity and allows them to effectively address more complex technical issues rather than being tied up with user calls.

A customer-based Service Level Agreement structure includes an SLA with each individual Customer group, covering all of the services they use. This means that each customer group will have a specific agreement that outlines the level of service they can expect for all the services they utilize. This approach ensures that the SLA is tailored to the specific needs and requirements of each customer group, providing a more personalized and effective service level agreement.

In a CMDB, incidents and problems can have different types of relationships. Option 1, "One Incident to one Problem," suggests that each incident is associated with a single problem. Option 2, "One Incident to many Problems," implies that a single incident can be related to multiple problems. Option 3, "Many Incidents to one Problem," indicates that multiple incidents can be linked to a single problem. Therefore, options 1 and 3 cover the possible relationships between incidents and problems in a CMDB.

Service Level Management aims to maintain and enhance the quality of IT services in accordance with the needs of the business. This involves establishing and managing service level agreements (SLAs) with customers, monitoring service performance, and making improvements as necessary. The goal is to ensure that IT services meet the agreed-upon standards and align with the organization's objectives, ultimately contributing to the overall success of the business.

An 'unabsorbed' cost refers to a cost that has not been included or allocated in the overall expenses of a project or business. It is an additional cost that needs to be accounted for separately and is not absorbed or included in the regular cost accounting process. This means that it is an uplift or an increase to the allocated costs, as it is not absorbed or distributed among the other expenses.