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Q61. Which of the following is NOT an objective of request fulfillment?
A. To provide information to users about what services are available and how to request them
B. To update the service catalogue with services that may be requested through the service desk
C. To provide a channel for users to request and receive standard services
D. To source and deliver the components of standard services that have been requested
Answer: B
Q62. Which of the following would NOT be contained in a release policy?
A. Naming and numbering conventions
B. Entry and exit criteria of the release into testing
C. Roles and responsibilities for the release
D. The risk register for the release
Answer: D
Q63. What is the PRIMARY process for strategic communication with the service provider's customers?
A. Service catalogue management
B. Service portfolio management
C. Service desk
D. Business relationship management
Answer: D
Q64. Which process will regularly anal0yse incident data to identify discernible trends?
A. Service level management
B. Problem management
C. C0hange management
D. Event management
Answer: B
Q65. Which of the following statements describes the objectives of service asset and configuration management?
1.
To identify, control, report and verify service assets and configuration items (CIs)
2.
To account for, manage and protect the integrity of service assets and configuration items
3.
To establish and maintain an accurate and complete configuration management system
4.
To document all security controls together with their operation and maintenance
A. 1 and 2 only
B. 1, 2, and 3 only
C. 1, 3 and 4 only
D. All of the above
Answer: A
Q66. What are the categories of event described in the UIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Answer: C
Q67. Which of the following is an enabler of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Answer: B
Q68. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
Answer: C
Q69. Which one of the following functions would be responsible for the management of a data centre?
A. Technical management
B. Service desk
C. Application management
D. Facilities management
Answer: D
Q70. Which one of the following is NOT a characteristic of a process?
A. It is measureable
B. It delivers specific results
C. It responds to specific events
D. It structure an organization
Answer: D