CMS7 무료 덤프문제 온라인 액세스

The BEST description of the purpose of Service Operation is?

• A.To design and build processes that will meet business needs
• B.To deliver and support IT Services at agreed levels to business users and customers
• C.To proactively prevent all outages to IT Services
• D.To decide how IT will engage with suppliers during the Service Management Lifecycle

Which of the following is the BEST description of a service-based service level agreement (31 A)

• A.An agreement that covers one service for a single customer
• B.An agreement with an individual customer group, covering all the services that they use
• C.An agreement that covers service specific issues in a multi-level SLA structure
• D.An agreement that covers one service for all customers of that service

Which of the following is NOT a benefit of using public frameworks and standards?

• A.Knowledge of public frameworks is more likely to be widely distributed
• B.They are always free ensuring they can be implemented quickly
• C.They make collaboration between organizations easier by giving a common language
• D.They are validated across a wide range of environments making them more robust

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

• A.The ITIL Complementary Guidance
• B.The Service Strategy book
• C.The Service Support book
• D.Pocket Guides

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

• A.The Service Manager
• B.The Request Fulfillment Process Owner
• C.The Service Desk Manager
• D.The Request Fulfillment Process Manager