Which process has the intent to ensure that the available supply of processing power matches the business demands, both now and in the future?
A. Availability management
B. Budgeting and accounting for services
C. Capacity management
D. Service continuity management
What is a valid description of an IT service?
A. A service as defined in the Service catalogue
B. A service that is deemed critical by the customer
C. Something of value delivered using IT, that is provided to a customer
D. Strategic support provided to a customer
What measure or technique will be used to show progress of process objectives for a Service provider?
A. CMMI®
B. Critical success factor (CSF)
C. Key performance indicator (KPI)
D. Six Sigma®
What is an attribute of a Configuration item (CI)?
A. An attribute provides information about the CI involved.
B. An attribute is a CI that provides information to the processes.
C. An attribute is a software package.
D. An attribute is a label that is attached to a machine.
According to ISO/IEC 20000-1, the use of suppliers to provide aspects of the Service Management processes is acceptable.
What level of the supply chain must the service provider manage?
A. All relationships between lead and subcontracted suppliers
B. Only the relationship between the lead supplier and service provider
C. Only as agreed in the contracts between the various parties
D. Only the subcontractors as the lead supplier is integral to the service delivery and self- managing
One of the activities of Capacity management involves making evaluations and predictions regarding the hardware that is required to run a new or modified application. The predictions include data about the performance levels that can be expected, the requisite hardware networks, databases, etc. and the costs.
Which of the activities of Capacity management is responsible for this?
A. Application sizing
B. Capacity planning
C. Monitoring
D. Tuning
What are the key contents of a Service management system (SMS)?
A. a software system for the ticket system
B. a software system to monitor the Key performance indicators (KPIs)
C. definition of corporate measures to achieve the required level of quality
D. systematic processes for ticket recording and follow-up only
The Supplier Management process must define several formal policies and procedures to cover possible events in the service provider-supplier relationship.
According to ISO/IEC 20000-1, what would not be defined?
A. Complaints procedure
B. Contractual disputes
C. Early termination of the contract
D. Transfer of service
Which process reports about software failures resulting from software changes?
A. Availability management
B. Incident and service request management
C. Problem management
D. Service reporting
Deming proposed a system for continuous improvement. What are the four activities involved?
A. Plan, Do, Check and Act
B. Plan, Do, Evaluate and Act
C. Plan, Perform, Audit and Improve
D. Plan, Perform, Evaluate and Act
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