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NEW QUESTION 1
Which of the following statements is CORRECT?
- A. IT Service Continuity Management can only take place once Business Continuity Management has been established
- B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
- C. Business Continuity Management and IT Service Continuity Management must be established at the same time
- D. IT Service Continuity Management is not required when IT is outsourced to a third party provider
Answer: B
NEW QUESTION 2
Which of the following is NOT a benefit of using public frameworks and standards?
- A. Knowledge of public frameworks is more likely to be widely distributed
- B. They are always free ensuring they can be implemented quickly
- C. They are validated across a wide range of environments making them more robust
- D. They make collaboration between organizations easier by giving a common language
Answer: B
NEW QUESTION 3
Which of the following would commonly be found in a contract underpinning an IT service?
1.
Financial arrangements related to the contract
2.
Description of the goods or service provided
3.
Responsibilities and dependencies for both parties
- A. 1 and 2 only
- B. 1 and 3 only
- C. 2 and 3 only
- D. All of the above
Answer: D
NEW QUESTION 4
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
- 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
Answer: A
NEW QUESTION 5
When can a known error record be raised?
(1) At any time it would be useful to do so
(2) After a workaround has been found
- A. 2 only
- B. 1 only
- C. Neither of the above
- D. Both of the above
Answer: D
NEW QUESTION 6
Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?
- A. A Problem model
- B. A Service Improvement Plan (SIP)
- C. A Request for Change (RFC)
- D. A Business Case
Answer: D
NEW QUESTION 7
What is the definition of an Alert?
- A. An error message to the user of an application
- B. A warning that a threshold has been reached or that something has changed
- C. A type of Incident
- D. An audit report that indicates areas where IT is not performing according to agreed procedures
Answer: B
NEW QUESTION 8
Which one of the following statements about incident reporting and logging is CORRECT?
- A. Incidents can only be reported by users
- B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
- C. All calls to the service desk must be logged as incidents
- D. Incidents reported by technical staff must also be logged as problems
Answer: B
NEW QUESTION 9
Who owns the specific costs and risks associated with providing a service?
- A. The Service Provider
- B. The Service Level Manager
- C. The Customer
- D. The Finance department
Answer: A
NEW QUESTION 10
The BEST description of the guidance provided by Service Design is?
- A. The design and development of new services
- B. The design and development of service improvements
- C. The design and development of services and service management processes
- D. The day-to-day operation and support of services
Answer: C
NEW QUESTION 11
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1: Providing an understanding of what strategy is
2: Ensuring a working relationship between the customer and service provider
3: Defining how value is created
- A. 1 only
- B. 2 only
- C. 3 only
- D. All of the above
Answer: D
NEW QUESTION 12
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
- A. The Asset Register
- B. The Service Knowledge Management System
- C. The Known Error Database
- D. The Information Management System
Answer: B
NEW QUESTION 13
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
- A. Whether to buy an application or build it
- B. Should application development be outsourced
- C. Who the vendor of the storage devices will be
- D. Where the vendor of an application is located
Answer: A
NEW QUESTION 14
Which one of the following is the BEST description of a relationship in service asset and configuration management?
- A. Describes the topography of the hardware
- B. Describes how the configuration items (CIs) work together to deliver the services
- C. Defines which software should be installed on a particular piece of hardware
- D. Defines how version numbers should be used in a release
Answer: B
NEW QUESTION 15
A plan for managing the end of a supplier contract should be created when?
- A. The contract is being negotiated
- B. The contract is about to be ended
- C. The Supplier Manager decides that there is a risk the contract might need to end soon
- D. The contract has been agreed
Answer: A
NEW QUESTION 16
A single Release unit, or a structured set of Release units can be defined within:
- A. The RACI Model
- B. A Release Package
- C. A Request Model
- D. The Plan, Do, Check, Act (PDCA) cycle
Answer: B
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