FInal_3

Which skill is an essential part of the 'service level management' practice?

• Problem analysis

• Diagnosis

• Listening

• Technical knowledge

Which dimension considers data security and privacy?

• Organizations and people

• Value streams and processes

• Information and technology

• Partners and suppliers

What is warranty?

• The amount of money spent on a specific activity or resource

• The perceived benefits, usefulness and importance of something

• The functionality offered by a product or service to meet a particular need

• Assurance that a product or service will meet agreed requirements

Which guiding principle helps to ensure that better information is available for decision making?

• Optimize and automate

• Keep it simple and practical

• Collaborate and promote visibility

• Think and work holistically

Which service request management decisions require that policies are established?

• A. Deciding how to handle service requests where the steps are unknown

• B. Deciding how degradations of service are resolved

• c. Deciding which service requests require approval

• D. Deciding when workarounds should be used

Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

• Relationship management

• Service desk

• Service level management

• Monitoring and event management

Which guiding principle considers customer and user experience?

• Start where you are

• Collaborate and promote visibility

• Keep it simple and practical

• Focus on value

What term is used to describe whether a service will meet availability, capacity and security requirements?

• Utility

• Value

• Warranty

• Outcomes

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

• Only add controls and metrics when they are needed

• Design controls and metrics first, then remove those not adding value

• Only add controls and metrics that are required for compliance

• Design controls and metrics and add them individually until all are implemented

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

• A standard change

• A normal change

• An emergency change

• A change model