Weeks 9-10quiz recap

Which of these is the purpose of availability management?

• Plan and manage the full lifecycle of all IT assets.

• Analyze a business or some element of a business, define its associated business needs.

• Ensure that services deliver agreed levels of availability to meet the needs of customers and users.

• Ensure that services are designed to handle the expected demand without any degradation of performance.  

Which management practice ensures that the availability and performance of a service is maintained at a sufficient level in the event of a disaster?

• Incident Management

• Service Continuity Management

• Capacity and Performance Management

• Availability Management

Which management practice systematically observes services and service components, and records and reports selected changes of state?

• Availability Management

• Incident Management

• Monitoring and Event Management

• Problem Management

Which of these is the purpose of Problem Management?

• Set clear business-based targets for service performance.

• Maximize the number of successful IT changes by ensuring that risks have been properly assessed.

• Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents.

• Ensure that services deliver agreed levels of availability to meet the needs of customers and users.

   

Fill in the missing word:

The purpose of the service request management practice is to support the agreed quality of a service by handling all _______, user-initiated service requests  in an effective and user-friendly manner.

• Complex

• Predefined

• Urgent

• Low cost

A change that has minimal impact and is clearly understood in the organization should be known as:

• A.Normal change

• Minor change

• Standard change

• Low impact change

What should take place at the ‘where are we now’ step in the continual improvement model?

• Baseline assessment

• Keep the momentum going

• Evaluate metrics and KPIs

• Define measurable targets

Missing which step increases the risk that improvements might only be optimized for the people or teams involved rather than the whole organization?

• Did we get there?

• Take action

• Where do we wwant to be?

• What is the vision?

At what point in the continual improvement model will gap analysis be carried out?

• After steps 3 and 4

• after steps 1 and 2

• After steps 2 and 3

• After steps 4 and 5

Which two practices should be used to ensure service targets are appropriate in the organization and support the continual improvement model?

• Organizational Change Management and Service Level Management

• Service Level Management and Continual Improvement

• Change Control and Continual Improvement

• Change Control and Knowledge Management