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1. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
A) Service catalogue management
B) Problem management
C) Event management
D) Service asset and configuration management
2. Which one of the following can help determine the level of impact of a problem?
A) Configuration management system (CMS)
B) Standard operating procedures (SOP)
C) Statement of requirements (SOR)
D) Definitive media library (DML)
3. Which one of the following is concerned with policy and direction?
A) Service level management
B) Governance
C) Capacity management
D) Service design
4. Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment
A) 1, 3 and 4 only
B) 1, 2 and 3 only
C) 1, 2 and 4 only
D) 2, 3 and 4 only
5. 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
A) 1, 3 and 4 only
B) 1, 2 and 3 only
C) 1, 2 and 4 only
D) 2, 3 and 4 only
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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