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| Section | Objectives |
|---|---|
| Topic 1: Service Value Chain Activities | |
| Topic 2: Continual Improvement | |
| Topic 3: Key Concepts of Service Management | - Guiding Principles - Four Dimensions of Service Management - Service Value System (SVS) |
| Topic 4: ITIL Practices | - Service Management Practices - Technical Management Practices - General Management Practices |
1. Which is an example of a business related measurement?
A) The number of problems resolved
B) The number of passengers checked in
C) The average resolution time for incidents
D) The average time to respond to change requests
2. What is used as a tool to help define and measure performance?
A) A continual improvement register
B) A service level agreement
C) An incident record
D) A change schedule
3. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
A) Monitoring and event management
B) IT asset management
C) Deployment management
D) Continual improvement
4. What should a release policy include?
A) The naming convention and expected frequency of each type of release
B) The roles and responsibilities for incident and problem resolution
C) The process owner and process manager for each type of release
D) The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
5. Which statement about problems is CORRECT?
A) Problems must be resolved quickly in order to restore normal business activity
B) Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
C) Problem prioritization involves risk assessment
D) Problems are not related to incidents
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: C |
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