Which of the following provides resources to resolve operational and support issues during Release and Deployment?

1. A. Early Life Support
2. B. Service Test Manager
3. C. Evaluation
4. D. Release Packaging and Build Manager

Correct Answer: A

Hierarchic escalation is BEST described as?

1. A. Notifying more senior levels of management about an incident
2. B. Passing an incident to people with a greater level of technical skill
3. C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
4. D. Failing to meet the incident resolution times specified in a service level agreement

Correct Answer: A

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

1. A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
2. B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
3. C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
4. D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Correct Answer: D

Which of the following is NOT an example of Self-Help capabilities?

1. A. Requirement to always call the service desk for service requests
2. B. Menu-driven range of self help and service requests
3. C. Web front-end
4. D. A direct interface into the back end process handling software

Correct Answer: A

Which of the following are benefits to the business of implementing Service Transition?
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A