Business Processes - Lesson 1 - BSL + CSI + SOP
Authored by Gary Martyn
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22 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does SLA stand for?
Service Limited Agreement
Systems Lifecycle Arrangement
Service Level Agreement
System Linked Availability
2.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
What is a Service Level Agreement?
Legally binding guarantee of system uptime
Written agreement between Service Provider and Customer documenting agreed service levels and costs
Definition of the support services provided to a customer and how to raise issues
A contract to provide IT support services to a customer who manages part of their own infrastructure
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is a Configuration Management System?
A person or team who set-up the infrastructure for specific tasks
An imaging programme used to take snap-shots of code
A collection of hardware that can be configured to perform a role
Tools and databases to manage IT service provider’s configuration data
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is an 'incident'?
An unplanned interruption to an IT service, or an unplanned reduction in its quality.
A record on a ticketing system
An unknown underlying cause
A metric used to measure speed fo support
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is a 'problem'?
An unplanned interruption to an IT service, or an unplanned reduction in its quality.
A record on a ticketing system
An unknown underlying cause
A metric used to measure speed fo support
6.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Which is a part of the aim of the "Strategy" stage of the Business Systems Lifecycle?
Identify improvements to a service in business operations
Plan the services needed to meet business requirements
Discontinue a current service that is no longer needed
A new or modified service is developed and made ready for deployment
Monitor service levels and look for faults
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Which is a part of the aim of the "Service Design" stage of the Business Systems Lifecycle?
Identify improvements to a service in business operations
Plan the services needed to meet business requirements
Discontinue a current service that is no longer needed
A new or modified service is developed and made ready for deployment
Monitor service levels and look for faults
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