Answers test Synergy Service approach in management
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Answers to the test Service approach in information technology management Synergy 30 questions. Completed 97/100 points
It is not true that change priority values include ... priority
Oh low
Oh average
Oh emergency
Oh high
About tactical
ITIL recommends identifying IT service delivery cost categories such as ...
Answer type: Multiple choice
About hardware and software costs
About the costs of implementing innovations in IT services
About personnel costs
About information and consulting costs
About costs of attracting investments
About accommodation costs
The responsibility for updating the configuration management plan is ...
About web technologist
About system administrator
About process manager
About project manager
Change should be developed as soon as possible, many development and approval actions are shortened, with ... priority value
About tactical
About emergency
About average
About high
About low
The costs incurred in starting the release management process are not significant compared to the potential losses caused by deficiencies in planning and control of software and hardware, which include ...
Long business interruptions due to poor release planning
Frequent interruptions due to software glitches
Loss of original files leading to re-purchase of programs
Lack of protection against viruses, leading to the need to disinfect the entire network
Increasing the time to resolve incidents by priority
... is the ability of the end user to perform standard operations of a given IT service in a unit of time
О Agreed service time
About Reliability
About Availability
About Performance
The advantage of a batch release is ...
That it takes less effort to create a test environment
Minimizing the negative impact on business from errors and failures
Providing longer periods of stable performance for users
About the possibility of simultaneous implementation of several changes
The advantages of the ITIL standard are ...
Answer type: Multiple choice
On focus on ensuring optimal quality of IT services for consumers
Using best practices and proven knowledge
On the standardization of the work of IT personnel
The lack of guidance on the practical application of the experience summarized in it
On the ease of implementation of ITIL methodology in the enterprise
Process incident management is ...
About analytical
About technical
About managerial
Systemic
It is not true that configuration identification activities include ...
About assigning unique identifiers
Determining the moment when escalation is taken under control of the process
Determining the owner responsible for each CI
About defining attributes for each CI
The purpose of the problem management process is ...
On minimizing the negative impact of incidents on business
On the approval of the plan of significant measures for identification
Reporting on the achieved level of services
On reducing the number of incidents by preventing their possible causes
A detailed description of the problem contains information ...
about user
about the customer
about the service
about equipment
about the time and date of the beginning of the formation of the record
on documenting sampling criteria
To assess the performance of the process, performance indicators use indicators such as ...
□ number of resolved incidents per workplace or per Service Desk employee
□ average time to resolve incidents
□ time limit for users to visit the site
□ average cost of verification support
□ percentage of incidents resolved by first line of support
□ calculating the proportion of unresolved incidents
The disadvantages of using the incident management process include.
Answer type: Multiple choice
Minimum information about users and services provided
About the development of the system for restored
Additional information
The disadvantages of using the incident management process include.
Answer type: Multiple choice
Minimum information about users and services provided
About the development of a system to restore the normal regime of the level of services
About disengagement from work by phone calls of users
□ control over the quality of monitoring of provided services
... is a technique that helps the team generate ideas that should not be criticized or analyzed.
About Kepner and Trego Analysis
About Brainstorming
About Ishikawa diagram
About Asset Configuration
When implementing service asset and configuration management, you need to consider potential challenges such as ...
Answer type: Multiple choice
About the problem with updating the software product
About attracting and justifying the allocation of funds for the process
O process overload due to uncontrolled data collection
Lack of commitment and support from management who does not understand the key role of the process
If ... the priority value is due to the impact, the change cannot be deferred until the next scheduled release is released
About average
About low
About high
About stable
About emergency
... change is a category that includes changes that do not comply with agreed change management policies or are explicitly prohibited
About Emergency
About Strategic
Oh Minor
About Unauthorized
Process change management is ...
About analytical
Systemic
About managerial
About technical
... is a database used to store configuration records throughout their life cycle
About Verification
About Service Assets and Configurations
About Configuration Management Database
About Configuration item
... is a technique for separating the significant causes of the problem from the insignificant
Sample of random variables
About Pareto Analysis
About Kant diagram
About Kepner and Trego Analysis
Outsourcing contracts vary greatly in terms of ...
Answer type: Multiple choice
About costs
About consumption
About hardware and software ownership
□ asset optimization
About prices for IT services
About the degree of business partnership with the supplier
The configuration management system contains information ...
Answer type: Multiple choice
About the software product (type SLA)
□ about incidents, known errors
About employees and suppliers
About the prices of IT services
The change management option that can be included in a release, and how it can be deployed, is ...
Answer type: Multiple choice
□ medium release
□ contact release
□ delta release
□ full release
□ batch release
□ software release
The service maintenance process ensures ...
Setting goals, objectives and metrics for operational-level processes
About prioritizing services
About user access to IT services necessary to carry out business functions
Continuous improvement of the IT process
The functions of the safety management process include ...
Answer type: Multiple choice
About the choice of systems and tools for maintaining business
About IT Service Detailing
Analysis of problems and risks in this area
About performance analysis
Highlight ... releases
Answer type: Multiple choice
□ identification
□ significant
Small software
□ tactical
... is the time interval during which the information service is responsible for the health of the IT service
About Performance
About Availability
About Reliability
О Agreed service time
... change is the category with high risk, high costs and the greatest potential impact on users and resources
About Important
About Emergency
About Authorized
O Significant
Incident Record-Based Incident Management Process Provides Information
Answer type: Multiple choice
on the number of detected and registered incidents
on the status and number of unresolved incidents
on the identification of missing links
on incidents by category, n