Posted: Thu Jun 21, 2007 3:50 pm Post subject: Need answers these questions..please
I am new to this forum and taking my foundation course next week .. Can anyone help me finding answers these questions..if they are correct
Thanx in advance for help
(1)The following activities are involved in implementing a Service Management function:
I. Tool selection
II. Tool specification
III. Process design
IV. Functional requirements analysis
In which order should the above activities by taken?
a. IV, II, I, III
b. IV, III, II, I
c. II, I, IV, III
d. II, I, III, IV
(2) The process to implement SLAs comprises the following activities in sequence:
a. Draft SLAs, catalog services, review underpinning contracts and OLAs, draft SLRs, negotiate, agree SLAs
b. Draft SLAs, review underpinning contracts and OLAs, negotiate, catalog services, agree SLAs
c. Review underpinning contracts and OLAs, draft SLAs, catalog services, negotiate, agree SLAs
d. Catalog services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs
(3)Consider the following:
I. Incident diagnostic scripts
II. A knowledgebase of previously recorded incidents
III. A CMDB covering the infrastructure supported
IV. A Forward Schedule of Change
Which of the above should be available to the Service Desk?
a. I & II
c. III & IV
d. I, II, & III
(4) The Service Desk can act as the focal point for:
I. Receiving Incidents & Service Requests from users
II. Recording Change Requests from users
III. Handling complaints and queries
c. I & III
(5) Within a CMDB, which relationships are most likely to exist between Incidents and Problems?
I. One Incident to one Problem
II. One Incident to many Problems
III. Many Incidents to one Problem
a. I & II
b. II & III
c. I & III
(6)The scope of a Release can best be described by:
a. The RFCs that it satisfies.
b. The number of updates to the DHS.
c. Service Level metrics.
d. The DSL configuration.
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