Free ISEB-ITILF Exam Braindumps (page: 53)

Page 53 of 105

The difference between service metrics and technology metrics is BEST describes as?

  1. service metrics measure each of the service management processes; technology metrics measure the infrastructure
  2. service metrics measure maturity and cost; technology metrics measure efficiency and effectiveness
  3. service metrics measure the end to end service; technology metrics measure individual components
  4. Service metrics measure processes and functions; technology metrics measure server and network availability

Answer(s): C



Which process lists "Understanding patterns of business activity" as a major role?

  1. Supplier Management
  2. Service Desk
  3. Request Fulfilment
  4. Demand Management

Answer(s): D



Which of the following would NOT be a task carried out by the Request Fulfillment process?

  1. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
  2. Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
  3. Provision of information used to compare actual performance against design standards
  4. Provision of information to users and customers about the availability of services and the procedure for obtaining them

Answer(s): C



Which role is accountable for a specific service within an organization?

  1. the service level manager
  2. the service owner
  3. the service continuity manager
  4. the business relationship owner

Answer(s): B



Page 53 of 105



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