What is required to be in place for emergency changes?
A. Capacity plans
B. Controlled Acceptance Test environment
C. policies and procedures
D. Service Continuity Plans
What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Request For Change (RFC)
C. Service Request
D. Workaround
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
A. Business Relationship Management
B. Change Management
C. Release Management
D. Service Level Management
What is a Known Error?
A. A serious incident whose resolution is known
B. A Problem that is resolved
C. A Problem for which the cause and Workaround have been identified
D. A Problem that cannot be matched
In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts. What are these contracts called?
A. Service Level Agreements (SLAs)
B. Operational Level Contracts
C. Service Contracts
D. Underpinning Contracts
Input from other Service Management processes is required to keep the IT service continuity plan current. Which process has the most to contribute?
A. Change management
B. Availability management
C. Financial management for IT services
D. Problem management
When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management (SLM) require input?
A. Availability Management
B. Capacity Management Financial
C. Management for IT Services
D. IT Service Continuity Management
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A. annually
B. monthly
C. only when there is a business need to change the service
D. quarterly
What is meant by the Urgency of an Incident?
A. the degree to which the solution of an incident tolerates delay
B. the degree to which the incident gives rise to a deviation from the normal service level
C. the time needed by IT Services to resolve the incident
D. the relative importance of the incidents when handling them
What is the best definition of "Quality system"?
A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure theserequirements are met consistently
B. mandatory Quality management practices followed by everyone in the service provider organizations
C. organizational structure related to responsibilities, procedures and resources for implementing qualitymanagement
D. set of the measures and procedures used to ensure that the services provided continue to fulfill theexpectations of the customer and the relevant agreements
