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23 Cards in this Set
- Front
- Back
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Co-sourcing is an example of a combination between what?
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Internal & External Sourcing
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What do Major Incidents require?
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Separate procedures
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What management process is responsible for ensuring an update is tested?
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release management
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How many times should each stage of the Plan-Do-Check-Act cycle be visited?
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Each stage should be carried out once in the order Plan-Do-Check-Act
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True or False:
The RACI model is beneficial to design function? |
True
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True or False:
"Processes” should be implemented in such a way that the “Role” and “Function” in an organization are defined |
False
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Availability Management is a process or a department?
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Process
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Application Management is a process or a department?
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Department
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Operations Management is a process or a department?
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Department
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Service Desk is a process or a department?
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Department
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To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders’ requirements and deliver the Intended objectives is the aim of?
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Release and Deployment Management
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What may be defined in a process?
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1. Roles
2. Activities 3. Functions 4. Guidelines 5. Standards |
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An organization supplying services to one or more internal customers or external customers is a what?
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Service Provider
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Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?
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Configuration Management
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Of which ITIL process are Reliability, Serviceability and Maintainability components?
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Availability Management
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Availability Management is responsible for availability of?
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Services and Resources
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What's the difference between a process and a project
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A process is continuous and has no end date, whereas a project has a finite lifespan.
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What is the set of steps for the Continual Service improvement (CSI) Model?
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What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
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What is the meaning of the term Serviceability?
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The degree to which the provision of IT services can be supported by maintenance contracts
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True or False:
The KEDB and the CMS form part of the larger SKMS |
True
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True or False:
The CMS is partof the Configuration Management Data Base (CMDB) |
False
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True or False:
The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) |
False
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True or False:
The Service Knowledge Management System (SKMS) is part of the CMS |
False
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