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Q:

The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes:
How many times should each stage of the cycle be visited?

A) There should be a single Plan and Do, and then Check and Act should be carried out multiple times to Implement Continual Improvement B) There should be a single %n. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement
C) The entire cycle should be repeated multiple times to Implement Continual Improvement D) Each stage should be carried out once in the order Plan-Do-Check-Act

Answer:   D) Each stage should be carried out once in the order Plan-Do-Check-Act



Explanation:
Q:

Which of the following is NOT an objective of service transition ?

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
 
Answer & Explanation Answer: C) To provide training and certification in project management

Explanation:
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Q:

Customer Perceptions and Business Outcomes help to define what ?

A) Key Performance Indicators (KPI's) B) Service Value
C) Total Cost of Ownership (TCO) D) Governance
 
Answer & Explanation Answer: B) Service Value

Explanation:
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5 87
Q:

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

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.
 
Answer & Explanation Answer: D) 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.

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Q:

How can an organization determine the effectiveness of the Service Level Management process?

A) By checking contracts with suppliers B) By measuring customer satisfaction
C) By defining service levels D) By reporting on all incidents
 
Answer & Explanation Answer: B) By measuring customer satisfaction

Explanation:
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Filed Under: ITIL Certification

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Q:

 What does Mean Time to Repair (MTTR) mean?

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
 
Answer & Explanation Answer: B) Average downtime of a service

Explanation:
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