QUESTION NO: 1
Which one of the following do technology metrics measure?
Which one of the following do technology metrics measure?
Correct Answer: B
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QUESTION NO: 2
Which process is responsible for ensuring that appropriate testing takes place?
Which process is responsible for ensuring that appropriate testing takes place?
Correct Answer: D
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QUESTION NO: 3
Which one of the following is NOT the responsibility of service catalogue management?
Which one of the following is NOT the responsibility of service catalogue management?
Correct Answer: B
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QUESTION NO: 4
What do customer perceptions and business outcomes help to define?
What do customer perceptions and business outcomes help to define?
Correct Answer: B
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QUESTION NO: 5
Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes
Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes
Correct Answer: C
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QUESTION NO: 6
Which one of the following does service metrics measure?
Which one of the following does service metrics measure?
Correct Answer: A
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QUESTION NO: 7
Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun
Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun
Correct Answer: A
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QUESTION NO: 8
What should a service always deliver to customers?
What should a service always deliver to customers?
Correct Answer: B
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