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1.
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
2.
Which one of the following do technology metrics measure?
3.
Which process includes business, service and component sub-processes?
4.
Which one of the following is NOT part of the service design stage of the service lifecycle?
5.
What is the result of carrying out an activity, following a process or delivering an IT service known as?
6.
Which process is responsible for managing relationships with vendors?
7.
Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
8.
What are the categories of event described in the ITIL service operation book?
9.
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
10.
Which of the following are the MAIN objectives of incident management?
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
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