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Which is a key requirement for a successful service level agreement?
Which is a key requirement for a successful service level agreement?A . It should be written in legal languageB . It should be simply written and easy to understandC . It should be based on the service provider’s view of the serviceD . It should relate to simple operational metricsView...
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?A . Incident managementB . Continual improvementC . Service request managementD . Problem managementView AnswerAnswer: B
Which statement about emergency changes is CORRECT?
Which statement about emergency changes is CORRECT?A . The testing of emergency can be eliminated in order to implement the change quicklyB . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quicklyC . Emergency changes should be authorized and implemented as service requestsD...
How does a service consumer contribute to the reduction of disk?
How does a service consumer contribute to the reduction of disk?A . By paying for the serviceB . By managing server hardwareC . By communicating constraintsD . By managing staff availabilityView AnswerAnswer: C
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Which is a key consideration for the guiding principle 'keep it simple and practical'?A . Try to create a solution for every exceptionB . Start with a complex solution, then simplifyC . Understand how each element contributes to value creationD . Ignore the conflicting objectives of different stakeholdersView AnswerAnswer: C
When should a change request be submitted to resolve a problem?
When should a change request be submitted to resolve a problem?A . As soon as a solution for the problem has been identifiedB . As soon as a workaround for the problem has been identifiedC . As soon as the analysis of the frequency and impact of incidents justifies the...
Which service level metrics are BEST for measuring user experience?
Which service level metrics are BEST for measuring user experience?A . Single system-based metricsB . Metrics for the percentage of uptime of a serviceC . Operational metricsD . Metrics linked to defined outcomesView AnswerAnswer: D
What should all 'continual improvement' decisions be based on?
What should all 'continual improvement' decisions be based on?A . Accurate and carefully analysed dataB . Details of how services are measuredC . A recent maturity assessmentD . An up-to-date balanced scorecardView AnswerAnswer: A
Which is the purpose of the 'monitoring and event management' practice?
Which is the purpose of the 'monitoring and event management' practice?A . To ensure that accurate and reliable information about the configuration of services is available when and where it is neededB . To systematically observe services and service components, and record and report selected changes of stateC . To...
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?
Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].A . assetsB . valuesC . elementsD . servicesView AnswerAnswer: D
