QUESTION: 217

What is a service delivered between two business units in the same organization known as?

Strategic service
Delivered service
Internal service
External service

Answer(s): C

Which of the following statements describes the objectives of service asset and configuration management?
1. To identify, control, report and verify service assets and configuration items (CIs)

2. To account for, manage and protect the integrity of service assets and configuration items
3. To establish and maintain an accurate and complete configuration management system
4. To document all security controls together with their operation and maintenance

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

Answer(s): A

Reference:

http://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicetransition/service_asset/ITIL_guide%20to%20SA%20and%20CM%20management%20pdf (see 'The purpose and objectives of service asset and configuration management; first and second bullet)

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QUESTION: 219

The definitive media library is the responsibility of:

Facilities management
Access management
Request fulfillment
Service asset and configuration management

Answer(s): D

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QUESTION: 220

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

Availability management
Capacity management
Business relationship management
Service catalogue management

Answer(s): C

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