ITSS 4370 EXAM 1 COMPREHENSIVE
QUESTIONS AND ANSWER LATEST UPLOAD
2024/ 2025 WITH 100% VERIFIED SOLUTIONS
Problem manager – ANSWER Staff member responsible for ISD's root-cause analysis
Process owner – ANSWER Responsibilities include sponsorship, design, change
management and continual improvement of the process and its metrics
Service delivery team – ANSWER Specialized individuals. Members of OSF who have
technical knowledge or institutional knowledge that will aid both client discovery and
implementation of service
Process manager – ANSWER Hands-on, responsible for planning and coordinating activities
of process including: monitoring, reporting, supporting the process owner
Service agreement with customers – ANSWER Contractual agreement between customers
outlining the services we guarantee to provide. May also include restrictive covenants,
dispute resolutions, and additional clauses
OLA: Operating level – ANSWER Internal agreement between departments with OSF (as
well as contracted vendors) OLAs ensure internal accountability within our specialty teams
by establishing expectations between support teams
SLA: Service level agreement – ANSWER Contractual service agreement we have with our
customers. Guarantees minimum performance criteria as well as remedial action should our
service fall below that level
IT-CMF (IT Capability Maturity Framework) – ANSWER Service management, project
management, software development, benefits management, enterprise architecture
CIO graph - ANSWER
Role of development and technical service - ANSWER
, Hypervisor definition – ANSWER Multiple choice question on test. ( A hypervisor or virtual
machine monitor (VMM) is computer software, firmware or hardware that creates and runs
virtual machines
OPEX – ANSWER Operating expenses; costs for a company to run daily business operation
CAPEX – ANSWER Capital expenditures; companies use to purchase major physical goods
or services that will be used for more than a year
Company are moving towards... – ANSWER OPEX
Cloud computing – ANSWERE merging technology that delivers computing services such as
online business apps, online data storage, and webmail over the Internet
Hybrid cloud – ANSWER Mix of private and public cloud. Remain distinct but bound
together offering benefits of multiple deployment models.
Cloud bursting – ANSWER Application deployment model where apps run in private cloud
or data center and bursts into public cloud on demand for computing capacity spikes
Hypervisor (VMM/ Virtual Machine Monitor) – ANSWER Computer software, firmware, or
hardware that creates and run virtual machines. Separates computer's operating system and
applications from underlying physical hardware.
Supervisor – ANSWER Clever transformation layer that sits between server virtualization
hypervisors and their management consoles to allow console to convert VMs automatically
from one format to another also allowing popular management consoles to take control of
hypervisors that are not compatible with them out of the box
Total COST of ownership – ANSWER Ability to identify, compare, and control all direct and
indirect costs associated with IT assets and IT- enabled business services
Shawdow IT – ANSWER Term referred to Information Technology (IT) applications and
infrastructure that are managed and utilized without knowledge of enterprise's IT department.
QUESTIONS AND ANSWER LATEST UPLOAD
2024/ 2025 WITH 100% VERIFIED SOLUTIONS
Problem manager – ANSWER Staff member responsible for ISD's root-cause analysis
Process owner – ANSWER Responsibilities include sponsorship, design, change
management and continual improvement of the process and its metrics
Service delivery team – ANSWER Specialized individuals. Members of OSF who have
technical knowledge or institutional knowledge that will aid both client discovery and
implementation of service
Process manager – ANSWER Hands-on, responsible for planning and coordinating activities
of process including: monitoring, reporting, supporting the process owner
Service agreement with customers – ANSWER Contractual agreement between customers
outlining the services we guarantee to provide. May also include restrictive covenants,
dispute resolutions, and additional clauses
OLA: Operating level – ANSWER Internal agreement between departments with OSF (as
well as contracted vendors) OLAs ensure internal accountability within our specialty teams
by establishing expectations between support teams
SLA: Service level agreement – ANSWER Contractual service agreement we have with our
customers. Guarantees minimum performance criteria as well as remedial action should our
service fall below that level
IT-CMF (IT Capability Maturity Framework) – ANSWER Service management, project
management, software development, benefits management, enterprise architecture
CIO graph - ANSWER
Role of development and technical service - ANSWER
, Hypervisor definition – ANSWER Multiple choice question on test. ( A hypervisor or virtual
machine monitor (VMM) is computer software, firmware or hardware that creates and runs
virtual machines
OPEX – ANSWER Operating expenses; costs for a company to run daily business operation
CAPEX – ANSWER Capital expenditures; companies use to purchase major physical goods
or services that will be used for more than a year
Company are moving towards... – ANSWER OPEX
Cloud computing – ANSWERE merging technology that delivers computing services such as
online business apps, online data storage, and webmail over the Internet
Hybrid cloud – ANSWER Mix of private and public cloud. Remain distinct but bound
together offering benefits of multiple deployment models.
Cloud bursting – ANSWER Application deployment model where apps run in private cloud
or data center and bursts into public cloud on demand for computing capacity spikes
Hypervisor (VMM/ Virtual Machine Monitor) – ANSWER Computer software, firmware, or
hardware that creates and run virtual machines. Separates computer's operating system and
applications from underlying physical hardware.
Supervisor – ANSWER Clever transformation layer that sits between server virtualization
hypervisors and their management consoles to allow console to convert VMs automatically
from one format to another also allowing popular management consoles to take control of
hypervisors that are not compatible with them out of the box
Total COST of ownership – ANSWER Ability to identify, compare, and control all direct and
indirect costs associated with IT assets and IT- enabled business services
Shawdow IT – ANSWER Term referred to Information Technology (IT) applications and
infrastructure that are managed and utilized without knowledge of enterprise's IT department.
