A. A secure location where definitive hardware spares are held
B. A database that contains definitions of all media Configuration Items (CIs)
C. A secure library where definitive authorised versions of all software and back-ups are stored and protected
D. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
A. 1 and 3 only
B. All of the above
C. 2 and 4 only
D. 1, 2 and 4 only
A. An unplanned disruption of service unless there is a backup to that service
B. Any disruption to service whether planned or unplanned
C. An unplanned interruption or reduction in the quality of an IT Service
D. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
A. Defining measurable targets
B. Aligning the business and IT strategies
C. Creating a baseline
D. Implementing service and process improvements
A. A request from a User for information or 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 that is low risk and can be approved by the Change Manager without a CAB meeting
A. People, Process, Products, Technology
B. People, Products, Technology, Partners
C. People, Process, Products, Partners
D. People, Process, Partners, Suppliers
A. Maturity and cost
B. The end to end service
C. Processes and functions
D. Infrastructure availability
A. An Incident that is so complex that it requires root cause analysis before a workaround can be found
B. An Incident which has a high priority or high impact on the business
C. An Incident logged by a senior manager
D. An Incident which requires a large number of people to resolve
A. Service Portfolio Management
B. Service Level Management
C. Incident Management
D. Service Asset and Configuration Management
A. The Supplier Manager
B. The Service Catalogue Manager
C. The Service Level Manager
D. The IT Service Continuity Manager
A. Request Fulfilment
B. Facilities Management
C. Access Management
A. High Utility and High Warranty
B. High Utility and Low Warranty
C. Low Utility and High Warranty
D. Low Utility and Low Warranty
