A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
A. Value on Investment, Return on Investment
B. Understanding Service Requirements and Warranty
C. Customer and User satisfaction
D. Utility and Warranty
A. Service Portfolio Management
B. Service Level Management
C. Incident Management
D. Service Asset and Configuration Management
A. Urgent Change Authority (UCA)
B. Emergency CAB (ECAB)
C. Technical Management
D. Urgent Change Board (UCB)
A. Passing an Incident to people with a greater level of technical skill
B. Failing to meet the Incident resolution times specified in a Service Level Agreement
C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D. Notifying more senior levels of management about an Incident
A. Value
B. Resources
C. Applications
D. Infrastructure
A. Service Transition
B. Service Strategy
C. Continual Service Improvement
D. Service Design
A. The ECAB will be chaired by the IT Director
B. The ECAB will be used for emergency changes where there may not be time to call a fullCAB
C. Amongst the duties of the ECAB is the review of completed emergency changes
D. The ECAB considers every high priority Request for Change
A. Service Level Requirements (SLR)
B. Configuration Management Database (CMDB)
C. Operational Level Agreement (OLA)
D. Service Catalogue
A. What is the Return On Investment?
B. How much did it cost?
C. How do we keep the momentum going?
D. What is the Value On Investment?
