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1. Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
Answer: C
2. Which of the following does the Availability Management process include?
1 Ensuring services are able to meet availability targets
2 Monitoring and reporting actual availability
3 Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only
Answer: B
3. Which of the following is NOT the responsibility of Service Catalogue Management?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Answer: B
4. Which of the following BEST describes a Service Request?
A. A request from a User for information, advice or for a Standard Change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a Self-Help web-based interface
D. Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting
Answer: A
5. What are Request Models used for?
A. Assessing changes to understand their potential impact
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D. Defining how common types of service requests should be processed
Answer: D
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