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Q:

Which of the following is the most appropriate approach to carrying out Service Operations?

A) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure B) Service Operations should maintain a balance between an internal IT view and an external business view
C) IT Operations does not take an internal or external view as they execute processes defined by Service Design D) The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services

Answer:   B) Service Operations should maintain a balance between an internal IT view and an external business view



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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3 23
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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4 22
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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4 20
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

0 1452
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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Filed Under: ITIL Certification

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