Availability Management, Supplier Management and IT Service Continuity Management?

A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation

Answer(s): B
QUESTION: 6
Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skil
tominimize the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more
technical or supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training
requirements are low and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost
effective to keep them in the role where they have been trained

Answer(s): B
QUESTION: 7
Which of the following statements is INCORRECT?

A. The Service Knowledge Management System (SKMS) includes Configuration Management
Databases (CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skil levels

Answer(s): B
QUESTION: 8
Service Assets are used to create value. Which of the following are the MAJOR types of Service
Asset?

A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty

Answer(s): C
QUESTION: 9
Which of the following is NOT one of the five individual aspects of Service Design?

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