Chapter 8-9: Service Management and Technical Management

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

• Technical knowledge

• Listening

• Diagnosis

• Problem analysis

What are the three phases of 'problem management'?

• Problem logging, problem classification, problem resolution

• Incident management, problem management, change control

• Problem identification, problem control, error control

• Problem analysis, error identification, incident resolution

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the _____ that support them, is available when and where

it is needed.

• suppliers

• CIs

• customers

• assets

What impact does automation have on a service desk?

• Less low-level work and a greater ability to focus on user experience

• Increased phone contact and a reduced ability to focus on user experience

• Ability to work from multiple locations, geographically dispersed

• Ability to work from a single centralized location

What is the definition of a known error?

• An unplanned interruption to a service, or reduction in the quality of a service

• A cause, or potential cause, of one or more incidents

• A problem that has been analyzed and has not been resolved

• Any change of state that has significance for the management of a service to other configuration item (CI)

Which practice involves the management of vulnerabilities that were not identified before the service went live?

• Service request management

• Problem management

• Change control

• Service level management

Which statement about managing incidents is CORRECT?

• Low impact incidents should be resolved efficiently, making logging unnecessary

• The 'incident management' practice should use a single process regardless of the impact of the incident

• Low impact incidents should be resolved efficiently so the resource required is reduced

• Incidents with the lowest impact should be resolved first

Where are the details of the required performance outcomes of a service defined?

• Service level agreements

• Service requests

• Service components

• Service offerings

Which two practices interact the MOST with the service desk practice?

• Incident management and service request management

• Service request management and deployment management

• Deployment management and change control

• Change control and incident management

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

• Customer engagement

• Operational metrics

• Business metrics

• Customer feedback