In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?
A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management
Which process includes the responsibility of recovering the service as quickly as possible?
A. Availability Management
B. IT Service Continuity Management
C. Incident management
D. Problem Management
What is the definition of IT Service Management?
A. An organization supping services to one or more customers
B. Best practice guidance for operating services
C. Requirements for delivering service based upon best practices
D. Specialized organizational capabilities providing value to customers
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
A. Availability Management
B. Incident Management
C. Service Desk
D. Service Level Management
What does the term "Integrity" mean in the context of Information Security Management?
A. Protecting the information against unauthorized use
B. Monitoring the access to information
C. The accuracy, completeness and correctness of the information
D. Screening the support staff on their loyalty to the IT organization
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
Which process or function has the responsibility of distributing information to users?
A. Change Management
B. Customer Relationship Management
C. Incident Management
D. Service Desk
The success and failure of Releases shall be measured. What is included in these measurements?
A. The frequency and types of Releases
B. The Incidents related to a Release in the period following a Release
C. The Release dates
D. The Request for Change (RFC)
A Change leads to a modification of an IT element. Which of the following terms best describes the element being modified?
A. A developed application
B. A Configuration Item
C. A Service
D. A deployed infrastructure
What defines Service Quality'?
A. A series of activities that can be assessed in advance by a provider and customer
B. Achieving a 99.999% continuous level of availability
C. Meeting stated customer requirements and expectations
D. Providing a cost-effective service
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