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  • Question
  • Which of the following BEST describes a Service Desk?


  • Options
  • A. A dedicated number of staff handling Incidents and service requests
  • B. A process within Service Operation providing a single point of contact
  • C. A dedicated number of staff handling service requests
  • D. A dedicated number of staff answering questions from users

  • Correct Answer
  • A dedicated number of staff handling Incidents and service requests 

    Explanation

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

  • Tags: Analyst, Database Administrator, IT Trainer, Network Engineer, Project Manager

    ITIL Certification problems


    Search Results


    • 1. What does Mean Time to Repair (MTTR) mean?

    • Options
    • A. Average uptime of a service
    • B. Average downtime of a service
    • C. Average time between two consecutive incidents
    • D. Average time of the breakdown-free period within a measured period
    • Discuss
    • 2. Which of the following is required for the DB2 optimizer to consider a hash join strategy?

    • Options
    • A. Optimization level 1 or above
    • B. Equijion predicates
    • C. Registry variable DB_ANTIJOIN=YES
    • D. SORTHEAP large enough to contain the tables being joined
    • Discuss
    • 3. If there is a lock on an adjacent key, an insert will fail if the isolation level is set to what?

    • Options
    • A. committed read
    • B. repeatable read
    • C. share read
    • D. indexed read
    • Discuss
    • 4. Which isolation level does a database without logging default to?

    • Options
    • A. committed read
    • B. dirty read
    • C. mode ANSI
    • D. repeatable read
    • Discuss
    • 5. Which of the following tools can be used to identify inefficient SQL statements without executing them?

    • Options
    • A. QMF
    • B. Task Center
    • C. Visual Explain
    • D. Development Center
    • Discuss
    • 6. Which functions are included in IT Operations Management?

    • Options
    • A. IT Operations Control and Facilities Management
    • B. Network Management and Application Management
    • C. Facilities Management and Release Management
    • D. Technical Management and Change Management
    • Discuss
    • 7. What is the role of the Emergency Change Advisory Board (ECAB)?

    • Options
    • A. To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods
    • B. To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved
    • C. To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.
    • D. To assist the Change Manager in implementing emergency changes
    • Discuss
    • 8. How can you describe an operational level agreement (OLA) ?

    • Options
    • A. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.
    • B. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
    • C. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.
    • D. It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
    • Discuss
    • 9. Which of the following is NOT an objective of service transition ?

    • Options
    • A. To plan and manage the capacity and resource requirements to manage a release
    • B. To provide quality knowledge and information about services and service assets
    • C. To provide training and certification in project management
    • D. To ensure that a service can be operated, managed and supported
    • Discuss
    • 10. Customer Perceptions and Business Outcomes help to define what ?

    • Options
    • A. Key Performance Indicators (KPI's)
    • B. Service Value
    • C. Total Cost of Ownership (TCO)
    • D. Governance
    • Discuss


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