Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Service level management
C. Access management
D. Continual service improvement
Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Service level management
C. Access management
D. Continual service improvement
What is the definition of a service improvement plan (SIP)?
A. A formal plan to implement improvements to a customer’s business processes
B. An input from availability management to service level management, detailing the service design plan
C. A formal plan to implement improvements to a service or process
D. An input from financial management for IT services to service level management, detailing the budget plan
Which are the elements of process control?
A. Inputs, outputs and triggers
B. Work instructions, procedures and roles
C. Resources, capabilities and metrics
D. Process owner, policy and objectives
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4
What can be used to help determine the impact level of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
A. An initial baseline assessment
B. The production of a detailed CSI plan
C. Verifying that improvement targets have been achieved
D. Understanding priorities for improvement
Which statement about metrics is CORRECT?
A. Process metrics can be used to measure end-to-end service performance
B. Technology metrics can be used to measure component performance and availability
C. Process metrics can be used to measure the utilization of a supplier’s network
D. Technology metrics can be used to determine the overall health of a process
Which is an important principle of communication in service operation?
A. Information should always be communicated
B. It has an intended purpose or a resultant action
C. Meetings are always the best method of communication
D. It is stored in the configuration management system
Which process is used to compare the value that new services offer with the value of the services they have replaced?
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
What three elements make up the Service Portfolio?
A. Customer portfolio, service catalogue and retired services
B. Customer portfolio, configuration management system and service catalogue
C. Service pipeline, service catalogue and retired services
D. Service pipeline, configuration management system and service catalogue