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ITIL-3
by:
Sreedharj
275 Responses
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Completed
0
of
5
questions.
1
How does IT Service Management contribute to quality of IT service provision?
by recording agreements between internal and external customers and suppliers in formal documents
by defining general accepted norms for service levels
by promoting a customer focus among all the employees of the IT Organization
by planning, implementing and managing a coherent set of processes for providing IT services
2
Which of the following is a Service Desk activity?
to function as the first point of customer contact
to investigate the cause of disruptions for the customer
to trace the cause of incidents
to Manage and arrange funds
3
Which task is a Problem Management responsibility?
to co-ordinate all modifications to the IT infrastructure
to record incidents for later study
to approve all modifications made to the Known Error database
to identify user needs and modify the IT infrastructure based on such needs
4
Which concept is not part of Financial Management for IT Services?
Budgeting
Charging
Procuring
Pricing
5
Performance Management and resources management are parts of which process?
Availability management
Capacity management
IT Service Continuity management
Service management
Created by
Sreedharj
Sreedharj
53, Male
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