Business of IT - Applications - C846 - Pre Assessment Questions and answers, graded A+

Business of IT - Applications - C846 - Pre Assessment Questions and answers, graded A+ Which of these statements represents an objective of service level management? - -Define the level of service clearly and unambiguously. To which of the stakeholders is the delivery of service metrics most important? - -The customer Which of the following is the central repository of the IT organization's data, information, and knowledge? - -Service Knowledge Management System Only one person may be __________ for an activity. - -accountable The primary aim of Incident Management is to ensure a quick recovery of the system. It supervises and directs the internal or external resources. Which of the following are the activities of Incident Management? - -A It behaves as an interface towards other technicians, customer technical staff, and other groups within the organization. C It assures that the other activities do not take away the focus on the incident resolution. D It keeps track and record of the time lines. Question 6 :Which of the following processes is accountable for monitoring an IT service and detecting when the performance drops beneath adequate limits? - -Event management Event management is used for monitoring an IT service and detecting when the performance drops beneath adequate limits. Event Management is used to filter and categorize Events and to decide on appropriate actions. It is one of the main activities of Service Operations. It is part of Service Operation and the owner of Event Management is the Operations Manager. Essentially, the activities and process objectives of the Event Management process are identical in ITIL V3 and V2 (Event Management is part of ICT Infrastructure Management in ITIL V2). Interfaces between Event Management and the other ITIL processes are adjusted in order to reflect the new ITIL V3 process structure. tandard is a service management system (SMS) standard - -ISO/IEC 20000-1 s Who is responsible for signing off on project closure documents? - -Sponsor Which of the following is the objective for the planning and implementation of new or changed services? - -It ensures that new services and changes to the services will be delivered and managed at the agreed cost and service quality. Which of the following features are identified by a Business Impact Analysis? Each correct answer represents a complete solution. Choose all that apply. - -B It identifies the critical business processes and essential business functions. C It identifies possible escalations caused due to any damage or loss. D It identifies necessary resources that are required to allow continuity of critical business processes. Which of the following is a benefit of using ITIL? Each correct answer represents a complete solution. Choose all that apply. - -A The costs of the IT Services can be controlled more efficiently. D The quality of the IT Services can be controlled more efficiently. Where are the details of a workaround documented? - -Problem Record At what meeting would you expect the service level manager and the customer to discuss service performance? - -A service review meeting Which of the following activities in the Problem Management process is responsible for generating Requests for Change (RFCs)? - -Error Control Which of the following ITIL processes is responsible for determining the hardware requirements in order to support an application? - -Capacity Management The objective of Capacity Management is to ensure that the service provider is having, at all times, sufficient capacity so that the current and the future needs of the customer's business is fulfilled. Which of the following are the sub-processes included in Capacity Management? - -B Business Capacity Management C Service Capacity Management D Resource Capacity Management At which phase of the release and deployment process would you expect to receive feedback on the success or failure of the release? - -Review and close Question 18 :The objective of Configuration Management is to define and control the service and infrastructure components, and to maintain accurate configuration information. Which of the following are the activities of Configuration Management? - -A Status Accounting C Control D Management & Planning The Service Level Management (SLM) process defines, agrees, records, and manages levels of service. Which of the following are the objectives of the Service Level Management process? - -A It improves IT Service Delivery in a controlled way. C It describes the services offered to the customer in a terminology that the customers can easily understand. D It aligns IT strategy according to the business needs. The Business has submitted requirements for a new ERP system. Which authority is responsible for documenting the Service Level Requirements (SLRs) with the Business delegate? - -Service Level Management Which of the following roles in Service Design is responsible for ensuring the confidentiality, integrity, and availability of an organization's assets, information, data, and IT services? - -The IT Security Manager Which of the following is identified as a metric type by continual service improvement? - -Process metrics Which services are displayed in the service catalog? - -Operational IT services Availability Management deals with the day-to-day availability of services. Which of the following takes over when a 'disaster' situation occurs? - -Service Continuity Management Which process is responsible for recording relationships between service components? - -Service asset and configuration management What is the name specified to the type of charging where money is not exchanged inter-departmentally, mainly involving the IT Department & the customer? - -Notional Charging