QUESTION: 57

How many numbered steps are in the Continual Service Improvement (CSI) process?

7
4
6
11

Answer(s): A

Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

Applications and Infrastructure
Functions and Processes
Service Pipeline and Service Catalogue
Markets and Customers

Answer(s): B

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QUESTION: 59

Which of the following is NOT a valid objective of Problem Management?

To prevent Problems and their resultant Incidents
To manage Problems throughout their lifecycle
To restore service to a user
To minimize the impact of Incidents that cannot be prevented

Answer(s): C

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QUESTION: 60

Which of the following are the MAIN objectives of Incident Management?

1. To automatically detect service affecting Events
2. To restore normal service operation as quickly as possible
3. To minimise adverse impacts on business operations

1 and 2 only
2 and 3 only
1 and 3 only
All of the above

Answer(s): B

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QUESTION: 57

QUESTION: 58

QUESTION: 59

QUESTION: 60