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The document contains a series of questions related to IT service management processes and functions. Specifically, it asks which processes, activities, metrics, and descriptions relate to concepts like capacity management, service level management, availability management, release and demand management, and more. It also asks which options are not valid for certain processes and functions.

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Viswa M
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3K views2 pages

17818

The document contains a series of questions related to IT service management processes and functions. Specifically, it asks which processes, activities, metrics, and descriptions relate to concepts like capacity management, service level management, availability management, release and demand management, and more. It also asks which options are not valid for certain processes and functions.

Uploaded by

Viswa M
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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one organisation provides and manges..

for another orga


which of the follwing is sub procees of capacity management
it operation manage
the MAIN objectiveq
which of the following can not provide a tool
which of these activities would you expect to be permited by a s
which of the follo ques does guidence in service strategy help
which of the following BEST describes (DML)
which of the following is not a function
the group tht authorities
1 in the 7 th step
which of the following are valid examples busi valu meau
what are the types demand management
not a purpose of service transaction
BEST description when known error record
availability management is resposible for availability of
BEST describes the aims of release and demamd management
which process is responsible for recording relationships betwe
service level manager
two primary elements that create value for customers
NOT a valid objective of request fulfillment
which functions are included in operation management
operation phase of the life cycle
major incidents require
should be supported by technology
which service design … by demand management
how many number … csi
when closing the incidents
a risk is
not be a task … fulfillment process
not a responsibility of the service desk manager
governance
table border
sevice pipeline
understanding … part of which process
BEST describes a service desk
… good metric for .. Service level management
BEST description… Service operation
ITIL CORE
.. Management of data center
business process outsourcing
component capacity management
make a decision based on balancing stability and responsiveness
to ensure that an agreed level of IT service is provided for all current It services
wisdom
12 and 3 only (logging, providing, diagnosing)
all the above
a security library where to define authorised
incident management
ECAB
define what you should measure
12&4
activity based business activity permits and user profiles
to provide training and certification in project management
a known error should be raised at any time that it would be useful to do so
service and components
to bulid test and deliver the capability of
service asset and config mgmt
1 and 3 only
utility and warrenty
to update the service catalogue with services that may be requested
IT operations control
all the above
separate procedures
all the above
capacity management
7
both options
someting that might happen
provision of information to user and customer about the availability
design and maintain all necessary service transition
measuring and improving
process practitioner
all services that are at a conceptual or development
demand management
a dedicated number of staff handling incidents and service reque 4
customer satisfaction score
to deliver and manage IT services at agreed levels
it provides guidence to specific industry sectors and types of organization
facility management

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