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1. The MAIN purpose of the Service Portfolio is to describe services in terms of?
A) Service Level Requirements
B) IT Assets
C) Business Value
D) Functionality
2. Which of the following would be defined as part of every process?
1.Roles
2.Activities
3.Functions
4.Responsibilities
A) 1 and 3 only
B) 2 and 4 only
C) All of the above
D) 1, 2 and 4 only
3. Which of the following is NOT defined as part of every process?
A) Functions
B) Roles
C) Inputs and outputs
D) Metrics
4. Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
A) Corporate, Customer, Service
B) Technology, Customer, User
C) Service, User, IT
D) Corporate, Customer, Technology
5. The BEST description of the purpose of Service Operation is?
A) To decide how IT will engage with suppliers during the Service Management Lifecycle
B) To proactively prevent all outages to IT Services
C) To design and build processes that will meet business needs
D) To deliver and support IT Services at agreed levels to business users and customers
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
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