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- Question
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
- Correct Answer
- To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved
- 1. 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
- 2. 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 Discuss
- 3. 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
- 4. 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
- 5. 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
- 6. 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
- 7. 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
- 8. 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
- 9. What is the best definition of an Incident Model?
Options- A. A type of Incident involving a standard (or model) type of Configuration Item (CI)
- B. A set of pre-defined steps to be followed when dealing with a known type of Incident
- C. The template used to define the Incident logging form used to report Incidents
- D. An Incident that is easy to solve Discuss
- 10. A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours?
Options- A. Availability Management
- B. Change Management
- C. Configuration Management
- D. Service Level Management Discuss
ITIL Certification problems
Search Results
Correct Answer: IT Operations Control and Facilities Management
Explanation:
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.
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.
Correct Answer: Average downtime of a service
Correct Answer: Equijion predicates
Correct Answer: repeatable read
Correct Answer: It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
Explanation:
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.
Correct Answer: To provide training and certification in project management
Correct Answer: Service Value
Correct Answer: A set of pre-defined steps to be followed when dealing with a known type of Incident
Correct Answer: Change Management
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