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Question No.261

Which three types of metric support Continual Service Improvement (CSI) activities?

1. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

2. Process metrics, software metrics and financial metrics

3. Technology metrics, process metrics and service metrics

4. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics

Correct Answer: C

Question No.262

Which of the following BEST describes a service level agreement (SLA)?

1. Awritten agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.

2. A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached.

3. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise.

4. An agreement between an IT service provider and another part of the same organization that assists with the provision of services.

Correct Answer: A

Question No.263

What are the two MAJOR activities in problem management?

1. Technical and service

2. Resource and proactive

3. Reactive and technical

4. Proactive and reactive

Correct Answer: D

Question No.264

Which is the correct combination of items that makes up an IT service?

1. Customers, providers and documents

2. Information technology, people and processes

3. Information technology, networks and people

4. People, process and customers

Correct Answer: B

Question No.265

What should a release policy include?

1. Roles and responsibilities across all the service transition processes.

2. Roles and responsibilities for updating the configuration management database (CMDB.

3. Criteria and authorization to exit early life support and handover to the service operation function.

4. How request for changes (RFCs) are approved for software releases in the IT production environment.

Correct Answer: A

Question No.266

What is a change of state that has significance for the management of a configuration item (CI) called?

1. An event

2. A baseline

3. A change to a service level agreement

4. A request for change (RFC)

Correct Answer: A

Question No.267

What is the best description of an external customer?

1. Someone who works in the same organization but in a different business unit to the service provider

2. Anyone who gets charged for the delivered services

3. Customers who are not part of the same organization as the service provider

4. Customers for whom the cost of the service is the primary driver

Correct Answer: C

Question No.268

How are groups, teams, departments and divisions classified?

1. Processes

2. Functions

3. Roles

4. Technicians

Correct Answer: B

Question No.269

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

1. Technology, customer, user

2. Corporate, customer, service

3. Corporate, customer, technology

4. Service, user, IT

Correct Answer: B

Question No.270

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

1. The process practitioner

2. The process owner

3. The service owner

4. The process manager

Correct Answer: B

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