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Viewing page 10 out of 15 pages
Viewing questions 91-100 out of questions
Questions # 91:

What is the purpose of the ‘problem management’ practice?

Options:

A.

To protect the information needed by the organization to conduct its business

B.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C.

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Expert Solution
Questions # 92:

What is an event?

Options:

A.

The addition, modification, or removal of anything that could have a direct or indirect effect on services

B.

Any change of state that has significance for the management of a service or other configuration item

C.

Cause of one or more incidents

D.

An unplanned interruption to a service or reduction in the quality of a service

Expert Solution
Questions # 93:

Which statement about change authorization is CORRECT?

Options:

A.

A change authority should be assigned to each type of change and change model

B.

Centralizing change authorization to a single person is the most effective means of authorization

C.

The authorization of normal changes should be expedited to ensure they can be implemented quickly

D.

Standard changes are high risk and should be authorized by the highest level of change authority

Expert Solution
Questions # 94:

Identify the missing word(s) in the following sentence.

The service desk should be the entry point and single point of contact for the [?] with all of its users.

Options:

A.

Service consumer

B.

Service provider

C.

Customer

D.

Supplier

Expert Solution
Questions # 95:

Which processes are responsible for the regular review of underpinning contracts?

Options:

A.

Supplier management and service level management

B.

Supplier management and change management

C.

Availability management and service level management

D.

Supplier management and availability management

Expert Solution
Questions # 96:

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Options:

A.

Relationship management

B.

IT asset management

C.

Release management

D.

Service desk

Expert Solution
Questions # 97:

Which practice recommends using tools for collaboration and the automated matching of symptoms?

Options:

A.

Problem management

B.

Service level management

C.

Incident management

D.

Service request management

Expert Solution
Questions # 98:

Which service transition process provides guidance about converting data into information?

Options:

A.

Change evaluation

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B.

Knowledge management

C.

Service validation and testing

D.

Service asset and configuration management

Expert Solution
Questions # 99:

What is the PRIMARY use of a change schedule?

Options:

A.

To support the ‘incident management’ practice and improvement planning

B.

To manage emergency changes

C.

To plan changes and help avoid conflicts

D.

To manage standard changes

Expert Solution
Questions # 100:

Which directly assists with the diagnosis and resolution of simple incidents?

Options:

A.

Scripts for collecting user information

B.

Use of shift working patterns

C.

Fulfillment of service requests

D.

Creation of a temporary team

Expert Solution
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