Monitoring of component availability

1. A. All of the above
2. B. 1 and 2 only
3. C. 1 and 3 only
4. D. 2 and 3 only

Correct Answer: B

Availability Management is responsible for availability of the:

1. A. Services and Components
2. B. Services and Business Processes
3. C. Components and Business Processes
4. D. Services, Components and Business Processes

Correct Answer: A

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

1. A. 1, 2 and 3 only
2. B. 1 and 2 only
3. C. 1, 2 and 4 only
4. D. All of the above

Correct Answer: A

Which of the following statements about incident reporting and logging is CORRECT?

1. A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
2. B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal servic
3. C. This includes technical staff
4. D. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
5. E. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

Correct Answer: B

What is the BEST description of an operational level agreement (OLA}?

1. A. An agreement between the service provider and another part of the same organization
2. B. An agreement between the service provider and an external organization
3. C. A document that describes to a customer how services will be operated on a day-to-day basis
4. D. A document that describes business services to operational staff

Correct Answer: A