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Question No.171
Availability management is directly responsible for the availability of which of the following?
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IT services and components
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IT services and business processes
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Components and business processes
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IT services, components and business processes
Correct Answer: A
Question No.172
Which one of the following functions would be responsible for the management of a data centre?
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Technical management
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Service desk
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Application management
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Facilities management
Correct Answer: D
Question No.173
Which of the following BEST describes technical management?
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A function responsible for facilities management and building control systems
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A function that provides hardware repair services for technology involved in the delivery of service to customers
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Senior managers responsible for all staff within the technical support function
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A function that includes providing technical expertise and overall management of the IT infrastructure
Correct Answer: D
Question No.174
Which of the following service desk organizational structures are described in service operation?
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Local service desk
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Virtual service desk
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IT help desk
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Follow the sun
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1, 2 and 4 only
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2, 3 and 4 only
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1, 3 and 4 only
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1, 2 and 3 only
Correct Answer: A
Question No.175
Which of the following processes are performed by the service desk?
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Capacity management
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Request fulfilment
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Demand management
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Incident management
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All of the above
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3 and 4 only
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2 and 4 only
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2 only
Correct Answer: C
Question No.176
Which of the following is the BEST description of a centralized service desk?
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The desk is co-located within or physically close to the user community it serves
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The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
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The desk provides 24 hour global support
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There is a single desk in one location serving the whole organization
Correct Answer: D
Question No.177
Which of the following activities are performed by a service desk?
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Logging details of incidents and service requests
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Providing first-line investigation and diagnosis
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Restoring service
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Implementing all standard changes
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All of the above
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1, 2 and 3 only
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2 and 4 only
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3 and 4 only
Correct Answer: B
Question No.178
Which function or process would provide staff to monitor events in an operations bridge?
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Technical management
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IT operations management
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Request fulfilment
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Applications management
Correct Answer: B
Question No.179
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
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Service level management
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IT operations management
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Capacity management
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Incident management
Correct Answer: B
Question No.180
Which one of the following activities does application management perform?
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Defining where the vendor of an application should be located
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Ensuring that the required functionality is available to achieve the required business outcome
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Deciding who the vendor of storage devices will be
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Agreeing the service levels for the service supported by the application
Correct Answer: B
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