Which is a key requirement for successful service level agreements (SLAs)?
A.
They should be based on system-based metrics which are useful to the service provider
B.
They should be written using language and terms which all parties will understand
C.
They should be carried forward, unchanged, from one year to the next to enable consistent service
D.
They should avoid ambiguous targets such as those relating to user experience
Answer:
B
User Votes:
A
50%
B 1 votes
50%
C
50%
D
50%
None
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Question 3
What is a service?
A.
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B.
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
C.
A tangible or intangible deliverable of an activity
D.
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
A.
Service desk
B.
Monitoring and event management
C.
Service level management
D.
Continual improvement
Answer:
C
User Votes:
A
50%
B
50%
C 1 votes
50%
D
50%
None
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Question 13
Which is a purpose of release management?
A.
To protect the organization’s information
B.
To handle user-initiated service requests
C.
To make new and changed services available for use
D.
To move hardware and software to live environments
Answer:
C
User Votes:
A
50%
B
50%
C 1 votes
50%
D
50%
None
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Question 14
Which guiding principle discourages ‘silo activity’?
A.
Focus on value
B.
Start where you are
C.
Collaborate and promote visibility
D.
Keep it simple and practical
Answer:
C
User Votes:
A
50%
B
50%
C 1 votes
50%
D
50%
None
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0/ 1000
Question 15
When is the earliest that a workaround can be documented in ‘problem management’?
When a problem cannot be resolved quickly