Quiz 6 Flashcards
- Operations Control refers to:
A. The managers of the Technical and Applications Management functions
B. Overseeing the execution and monitoring of operational activities and events
C. The tools used to monitor and display the status of the IT Infrastructure and Applications
D. The situation where the Service Desk is required to monitor the status of the Infrastructure when Operators are not available.
B
- Which of the following BEST describes a Local Service Desk structure?
A. A Service Desk that also provides onsite technical support to its users
B. A Service Desk where analysts only speak one language
C. A Service Desk that is situated in the same location as the users it serves
D. A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location
C
- Application Management is NOT responsible for?
A. Documenting and maintaining the technical skills required to manage and support applications
B. Managing application through their lifecycle
C. Assisting in the decision to build or buy new software
D. Developing functionality required by the business
D
- Which two units combine to form the IT operations management function?
A. Facilities management and service desk
B. Technical management and IT operations control
C. Technical management and applications management
D. IT operations control and facilities management
D
- Which statement BEST describes technical management?
A. A function responsible for facilities management and building control systems
B. A function that provides hardware repair services for technology involved in the delivery of service to customers
C. Senior managers responsible for all staff within the technical support function
D. A function that includes providing technical expertise and overall management of the IT infrastructure
D
- Which of the following is NOT an objective of the Application Management function?
A. Coordinate routine operational activities
B. Design effective, cost-saving applications
C. Diagnose and resolve application-related trouble
D. Deploy appropriate technical expertise to maintain those application
A
- What is the primary objective of Technical Management?
A. Advise the service desk on application questions
B. Monitor day to day IT functions
C. To assist in the planning and maintenance of a stable IT infrastructure
D. Ensure availability of the service as described in the SLA
C
- Which function manages the physical environment of the IT infrastructure?
A. IT Operations Management
B. Operations Control
C. Service Desk
D. Facilities Management
D
- What is the centralized physical location that manages and coordinates routine operational activities?
A. Operations bridge
B. Operations gap
C. Operations baseline
D. Operations snapshot
A
- Which of the following statements about the Service Desk are CORRECT:
- The Service Desk is a function that provides a means of communication between IT and its users for all operational issues
- The Service Desk is always the owner of the Incident Management process
A. 2 only
B. 1 only
C. Both of the above
D. Neither of the above
B
