ITIL 40 questions_4.doc

ITIL 40 questions_4.doc

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ITIL - IT Infrastructure Library Information Systems Examinations Board Foundation Certificate in IT Service Management • ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualification scheme, accredited training organisations, and implementation and assessment tools. The best-practice processes promoted in ITIL both support and are supported by the British Standards Institution’s Standard for IT Service Management (BS15000). • The pass mark is 26/40 (65%). 1. How can Service Level Management use data from the incident register at the Service Desk? Service Level Management uses this data ..... A. To draw up the Service Level Agreement (SLA).
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B. To draw up reports about the number and nature of incidents in a certain period. C. To determine the availability of an IT Service, on the basis of the number of incidents resolved. D. Together with other data to work out whether the service level agreed upon has been achieved. ans:D 2. Which statement describes a Service Desk activity? A. To function as the first point of customer contact. B. To investigate the cause of disruptions for the customer. C. To trace the cause of incidents. ans:A 3. Consider the following statements: An SLA is a contract drawn up by the IT department which states what the customer may and may not do with his computer. A Service Catalogue describes concisely and specifically the IT services that the IT department can offer a customer. Which of these statements is correct?
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4. What is the correct description of 'impact'? A. The degree to which the provision of services is disrupted and the speed with which this must be remedied B. The degree to which the user indicates how quickly the incident must be resolved. C. The effect that an incident has on the components of the IT infrastructure, including the consequences for the service that has been agreed upon. D. The effect that an incident has on the activities of the users and the speed with which the incidents must be resolved. ans:C 5. Which task is a Problem Management responsibility?
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  • Two '17
  • brain
  • Information technology management, Information Technology Infrastructure Library

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