Which process is primarily supported by the analysis of Patterns of Business Activity (PBA}?

1. A. Availability Management
2. B. Demand Management
3. C. Financial Management
4. D. Service Level Management

Correct Answer: B

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

1. A. A Problem model
2. B. A Service Improvement Plan (SIP}
3. C. A Request for Change (RFC}
4. D. A Business Case

Correct Answer: D

What is the definition of an Alert?

1. A. A type of Incident
2. B. A warning that a threshold has been reached or that something has changed
3. C. An error message to the user of an application
4. D. An audit report that indicates areas where IT is not performing according to agreed procedures

Correct Answer: B

Improving the process
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Which of the following do Technology metrics measure?

1. A. Components
2. B. Processes
3. C. The end to end service
4. D. Customer satisfaction

Correct Answer: A