Question 1

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Options :

A : The SLA covers one service, for all the customers of that service

B : The SLA covers an individual customer group for all services they use

C : An SLA that covers all customers for all services

D : An SLA for a service with no customers

Answer: A

Question 2

Which statement about the known error database (KEDB. is CORRECT?

Options :

A : It is maintained by the service desk and updated with the details of each new incident

B : It is a part of the configuration management database (CMDB. and contains workarounds

C : It is maintained by problem management and is used by the service desk to help resolve incidents

D :

It is maintained by incident management and contains solutions to be implemented by problem

Management

Answer: C

Question 3

Which statement about stakeholders is TRUE?

Options :

A :

Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B : External customers are those who work for the same organization as the IT service provider

C : Internal customers are always charged for the IT services they receive from the IT service provider organization

D :

Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

Answer: A

Question 4

How many people should be accountable for a process as defined in the RACI model?

Options :

A : As many as necessary to complete the activity

B : Only one - the process owner

C : Two - the process owner and the process enactor

D : Only one - the process architect

Answer: B

Question 5

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options :

A : Business services

B : Component services

C : Supporting services

D : Customer services

Answer: C

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