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WorksheetsBusiness Processes - Lesson 4 - IT Service Management Skills
Total questions: 7
Worksheet time: 4mins
A database is retrieved from backup and it is found that some records were unreadable. What type of issue is this?
Data availability
Data confidentiality
Data integrity
Data security
How can the availability of backed up data from a remote site be improved?
Increasing communication bandwidth between sites
Introducing a DMZ to protect the LAN at the local site
Limiting file and folder permissions at the remote site
Opening more ports in the firewall at the local site
Which one of the following describes the best way to handle customer criticisms?
Consult with a colleague
Accept personal responsibility
Ensure that a neutral person is present
Follow the company’s complaints procedure
Which one of the following is NOT a benefit of element of stakeholder management?
Ensuring all parties are kept informed
Involving the end users in decision making
Knowing who has the power to influence a project
Understanding the level of interest each party has in a project
What is the purpose of end-to-end testing when validating complex systems?
The cost of the whole system can be measured
The functionality of the whole system can be verified
The structure of each subsystem can be checked
The integrity of the database can be accessed
Which one of the following best describes the situation where a business was unable to trade after a fire at its premises?
Failure in business change
Unsuccessful management buyout
Failure to plan for business continuity
Lack of financial consultancy
Which one of the following best describes the reason for assigning a 'Priority' to requests coming in to a busy Service Desk?
It makes sure all requests are responded to immediately
It makes sure requests from management are attended to first
It helps manage the workload efficiently
It affects the final status of the request
