Which of the following would NOT be a performance measurement for the Service Level Management function?

AWhat percentage of services are covered by SLAs?

BAre service review meetings held on time and correctly minuted?

CAre customer perceptions of service improving?

DHow many services are included within the CMDB?

Answer : D

Which of the following is NOT an element of Availability Management?

AVerification

BSecurity

CReliability

DMaintainability

Answer : A

Which of the following statements is TRUE?

APhysical copies of all CIs are stored in the DSL

BRelease Management is responsible for managing the organisation's rights and obligations regarding software

CThe DSL contains source code only

DA change may only be developed from non-definitive versions of software in the case of an urgent release

Answer : B

Which of the following metrics would you most associate with the Service Desk?

AThe number of high priority incidents occurring

BThe support team which resolves the greatest number of problems

CThe number of problems solved in a day

DThe mean time between failure

Answer : A

Potential benefits from managing IT Service Continuity are:

1. Lower insurance premiums

2. Fulfilment of mandatory or regulatory requirements

3. Reduced business disruption in the event of a disaster

4. Better management of risk and the consequent reduction of the impact of failure

A2 and 4

B2, 3 and 4

CAll of them

D1, 2 and 4

Answer : C

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