Question 1

Which of the following BEST describes a Service Desk?

Accepted Answer

A dedicated number of staff handling Incidents and service requests best describes a Service Desk.

Question 2

Which functions are included in IT Operations Management?

Accepted Answer

IT Operations Control and Facilities Management are included in IT Operations Management. Those operations include :: 1. Technical Management 2. IT Operations Control 3. Application Management 4. Facilities Management 5. Standard Operating Procedures (SOP) 6. IT Operations Management 7. Service Desk 8. Operations Log and more.

Question 3

How can you describe an operational level agreement (OLA) ?

Accepted Answer

An agreement between an IT service provider and another part of the same organization. An OLA supports the IT service provider's delivery of services to customers. The OLA defines the goods or services to be provided and the responsibilities of both parties. * For an example there be an OLA - between the IT service provider and a acquiring department to obtain hardware in discussed times - between the Service Desk and a support group to provide Incident resolution in accepted times.

ITIL Certification Questions