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QUESTION: 41

What would be the next step in the Continual Service Improvement (CSI) Model after: (please refer to the exhibit)

Exhibit:

What is the Value On Investment (VOI)?
What is the Return On Investment (ROI)?
How much did it cost?
How do we keep the momentum going?

Answer(s): D

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QUESTION: 41

The BEST description of the purpose of Service Operation is?

To design and build processes that will meet business needs
To deliver and support IT Services at agreed levels to business users and customers
To decide how IT will engage with suppliers during the Service Management Lifecycle
To proactively prevent all outages to IT Services

Answer(s): B

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QUESTION: 41

Which of the following processes are performed by the service desk?
1 capacity management
2 request management
3 demand management
4 incident management

2 and 4 only
all of the alternatives apply
2 only
2, 3 and 4 only

Answer(s): A

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Potential benefits from managing IT Service Continuity are:

1 Lower insurance premiums
2 Fulfillment of mandatory or regulatory requirements
3 Reduced business disruption in the event of a disaster
4 Better management of risk and the consequent reduction of the impact of failure