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Free ITIL® ISEB-ITILV3F Exam Questions (page: 12)

Page 8 of 42
PDF with 162 Questions

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

  1. Service metrics measure processes and functions; Technology metrics measure server and network availability
  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 each of the service management processes; Technology metrics measure the infrastructure

Answer(s): C



Which of the following is a responsibility of Supplier Management?

  1. Development, negotiation and agreement of Service Level Agreements
  2. Development, negotiation and agreement of contracts
  3. Development, negotiation and agreement of the Service Portfolio
  4. Development, negotiation and agreement of Organisational Level Agreements

Answer(s): B



Which of the following BEST describes a Service Request?

  1. A request from a User for information, advice or for a Standard Change
  2. Anything that the customer wants and is prepared to pay for
  3. Any request or demand that is entered by a user via a Self-Help web-based interface
  4. Any Request For Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting

Answer(s): A



To add value to the business, what are the four reasons to monitor and measure?

  1. Validate; Direct; Justify; Intervene
  2. Report; Manage; Improve; Extend
  3. Manage; Monitor; Diagnose; Intervene
  4. Plan; Predict; Report; Justify

Answer(s): A



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