Quiz 3 Flashcards
- Designing the functional requirements for a new service is part of:
A. Service Operation: Application Management
B. Service Strategy: Service Portfolio Management
C. Service Design: Design the technology architecture D. Service Design: Design the service solutions
D
- Which is the CORRECT sequence of events in choosing a technology tool?
A. Select; Requirements; Selection Criteria; Evaluate
B. Selection Criteria; Requirements; Evaluate; Select
C. Requirements; Selection Criteria; Select; Evaluate
D. Requirements; Selection Criteria; Evaluate; Select
D
- Which aspect of Service Design is missing from the list below?
- The design of services
- The design of service management systems and tools
- The design of technology architecture and management systems
- The design of the processes required 5. ?
A. The design of functions
B. The design of Service Level Agreements (SLAs)
C. The design of measurement systems
D. The design of applications
C
- The MAIN goal of Availability Management is?
A. To monitor and report availability of services and components
B. To ensure that all targets in Service Level Agreements (SLAs) are met
C. To guarantee availability levels for services and components
D. To ensure that service availability matches or exceeds the agreed needs of the business
D
- Which of the following activities is Service Level Management (SLM) responsible for?
A. Designing the Configuration Management system from a business perspective
B. Discussing service achievements with customers
C. Creating technology metrics to align with customer needs
D. Training Service Desk staff how to deal with customer complaints about service
B
- Which one of the following is it the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs)
B. Service Catalogue
C. Third-party contracts
D. Operational level agreements (OLAs)
C
- Which of the following is NOT part of a multi-level SLA?
A. Configuration level
B. Corporate level
C. Service level
D. Customer level
A
- Which process works to ensure the adoption of a common set of design practices, including defining policies and metrics?
A. Service Strategy
B. Design Coordination
C. Service Catalogue Management
D. Service Level Management
B
- Which processes purpose is to make sure that the service catalog is available to those authorized to access it?
A. Catalog Management
B. Availability Management
C. Service Portfolio Management
D. Business Relationship Management
A
- Which process is tasked with identifying and assess severe risks to IT services and implement cost-effective countermeasures to reduce or remove the risk of recovery?
A. Service Level Management
B. Financial Management
C. Service Portfolio Management
D. Service Continuity Management
D
