Sawaal
7
Q:

How can you describe an operational level agreement (OLA) ?

A) It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers. B) It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
C) It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity. D) It is an agreement between a supplier and another part of the same organization that assists with the provision of services.

Answer:   D) It is an agreement between a supplier and another part of the same organization that assists with the provision of services.



Explanation:

An agreement between an IT service provider and another part of the same organization. An OLA supports the IT service provider's delivery of services to customers. The OLA defines the goods or services to be provided and the responsibilities of both parties.

 

* For an example there be an OLA - between the IT service provider and a acquiring department to obtain hardware in discussed times - between the Service Desk and a support group to provide Incident resolution in accepted times.

Subject: ITIL Certification
Job Role: IT Trainer , Database Administration , Analyst
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
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9 2020
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 16778
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 8226
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 19814
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 23830
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 27998
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 22428
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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Job Role: Project Manager , IT Trainer , Database Administration , Analyst

23 27597