Business of IT - Applications - C846 - Pre Assessment 40 Practice Test with answers

Which of these statements represents an objective of service level management? - ️️Define the level of service clearly and unambiguously. To which of the stakeholders is the delivery of service metrics most important? - ️️The customer Which of the following is the central repository of the IT organization's data, information, and knowledge? - ️️Service Knowledge Management System Only one person may be __________ for an activity. - ️️accountable The primary aim of Incident Management is to ensure a quick recovery of the system. It supervises and directs the internal or external resources. Which of the following are the activities of Incident Management? - ️️A It behaves as an interface towards other technicians, customer technical staff, and other groups within the organization. C It assures that the other activities do not take away the focus on the incident resolution. D It keeps track and record of the time lines. Question 6 :Which of the following processes is accountable for monitoring an IT service and detecting when the performance drops beneath adequate limits? - ️️Event management Event management is used for monitoring an IT service and detecting when the performance drops beneath adequate limits. Event Management is used to filter and categorize Events and to decide on appropriate actions. It is one of the main activities of Service Operations. It is part of Service Operation and the owner of Event Management is the Operations Manager. Essentially, the activities and process objectives of the Event Management process are identical in ITIL V3 and V2 (Event Management is part of ICT Infrastructure Management in ITIL V2). Interfaces between Event Management and the other ITIL processes are adjusted in order to reflect the new ITIL V3 process structure.