Sawaal
5
Q:

A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours? 

A) Availability Management B) Change Management
C) Configuration Management D) Service Level Management

Answer:   B) Change Management



Explanation:
Subject: ITIL Certification
Related Questions
Q:

Availability management is responsible for availability of

A) IT infrastructure B) Tools
C) Processes D) All of the above
 
Answer & Explanation Answer: D) All of the above

Explanation:

ITIL Availability Management aims to define, analyze, plan, measure and improve all aspects of the availability of IT services. It is is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets.

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Filed Under: ITIL Certification
Job Role: Database Administration , IT Trainer , Network Engineer

9 1978
Q:

Availability Management is responsible for

A) Components and Business Processes B) Services and Components
C) Services, Components and Business Processes D) Services and Business Processes
 
Answer & Explanation Answer: B) Services and Components

Explanation:

Availability Management is the practice of identifying levels of IT Service availability for use in Service Level Reviews with Customers.

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Job Role: Database Administration , IT Trainer

6 16287
Q:

Which entity owns ITIL now?

Answer

ITIL (Information Technology Infrastructure Library) is owned by Axelos since, 2013.

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Subject: ITIL Certification
Job Role: IT Trainer , Network Engineer , Project Manager , Software Architect

11 7960
Q:

The main objective of Service Level Management is

A) To ensure that an agreed level of IT service is provided for all current IT services B) To create and populate a Service Catalogue
C) To ensure that sufficient capacity is provided to deliver the agreed performance of services D) To carry out the Service Operations activities needed to support current IT services
 
Answer & Explanation Answer: A) To ensure that an agreed level of IT service is provided for all current IT services

Explanation:

The_MAIN_objective_of_Service_Level_Management_is1539325718.jpg image

The main objective of Service Level Management is to ensure that an agreed level of IT service is provided for all current IT services.

 

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Job Role: Database Administration , IT Trainer , Network Engineer , Project Manager , Software Architect

6 19262
Q:

Governance is concerned with

A) Ensuring that defined strategy is actually followed B) Reducing the total cost of providing services
C) Ensuring that agreed Service Level Requirements are met D) Measuring and improving the efficiency and effectiveness of processes
 
Answer & Explanation Answer: A) Ensuring that defined strategy is actually followed

Explanation:
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Exam Prep: Bank Exams

7 23424
Q:

Which of the following is Not a Function?

A) Incident Management B) Technical Management
C) Service Desk D) Application Management
 
Answer & Explanation Answer: A) Incident Management

Explanation:
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Job Role: Software Architect , Project Manager , IT Trainer , Database Administration , Analyst

12 27521
Q:

Which of the following BEST describes a Service Desk?

A) A dedicated number of staff handling Incidents and service requests B) A process within Service Operation providing a single point of contact
C) A dedicated number of staff handling service requests D) A dedicated number of staff answering questions from users
 
Answer & Explanation Answer: A) A dedicated number of staff handling Incidents and service requests

Explanation:

A dedicated number of staff handling Incidents and service requests best describes a Service Desk.

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Job Role: Analyst , Database Administration , IT Trainer , Network Engineer , Project Manager

20 22143
Q:

Which functions are included in IT Operations Management?

A) IT Operations Control and Facilities Management B) Network Management and Application Management
C) Facilities Management and Release Management D) Technical Management and Change Management
 
Answer & Explanation Answer: A) IT Operations Control and Facilities Management

Explanation:

IT Operations Control and Facilities Management are included in IT Operations Management. Those operations include ::

1. Technical Management
2. IT Operations Control
3. Application Management
4. Facilities Management
5. Standard Operating Procedures (SOP)
6. IT Operations Management
7. Service Desk
8. Operations Log

and more.

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Filed Under: ITIL Certification
Job Role: Project Manager , IT Trainer , Database Administration , Analyst

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