QUESTION: 197

Which of the following is NOT an objective of request fulfillment?

To provide information to users about what services are available and how to request them
To update the service catalogue with services that may be requested through the service desk
To provide a channel for users to request and receive standard services
To source and deliver the components of standard services that have been requested

Answer(s): B

Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA

1 only
2only
Both of the above
Neither of the above

Answer(s): D

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QUESTION: 199

Which types of communication would the functions within service operation use?
1. Communication between data centre shifts 2.Communication related to changes
3. Performance reporting
4. Routine operational communication

1 only
2 and 3 only
1, 2 and 4 only
All of the above

Answer(s): D

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QUESTION: 200

What is the primary focus of business capacity management?

Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
Review of all capacity supplier agreements and underpinning contracts with supplier management
Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Answer(s): D

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QUESTION: 197

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QUESTION: 199

QUESTION: 200

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