46.
Which of these is most likely to be part of a self-service portal?
1. The ability to reset passwords
2. The ability to log requests
3. The ability to authorize a change request
4. The ability to download approved software
1. The ability to reset passwords
2. The ability to log requests
3. The ability to authorize a change request
4. The ability to download approved software
- A.1, 2, and 3
- B.2, 3, and 4
- C.1, 3, and 4
- D.1, 2, and 4
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| The ability to authorize change requests is unlikely to be part of a self-service portal, but all of the rest are potentially standard capabilities. |
47.
Management support is critical for successful service management. What benefits are
expected from management’s commitment to technology and tools?
- A.Leadership, funding, and supporting commitment
- B.Higher first-time fix rate, reduced outages, and funding
- C.Improved customer satisfaction, reduced outages, and higher first-time fix rate
- D.Reduced outages, funding, and supporting commitment
- Answer & Explanation
- Report
Answer : [A]
Explanation :
Explanation :
| Management should provide support and guidance throughout service management, and commitment is apparent if they provide the budget to enable training, obtain tools, and so on. |
48.
Which of the following is not a license option for service management tools?
- A.Dedicated
- B.Time limited
- C.Shared
- D.Web based
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Time limited is not a valid type of license. All the other terms are descriptions of possible licensing options. |
49.
Which of these considerations for reporting requirements for service management
tools is important?
- A.Only industry-standard reports should be generated.
- B.No reporting capability should be integrated into the tool; it should be managed separately.
- C.There should be a good selection of generic reports.
- D.There should be a good selection of generic reports supported by easy generation of custom reports.
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| Reporting is essential in service management. A good tool will have a selection of generic reports but should also provide the functionality to support tailored report requirements to support organizational needs. |
50.
Which of the following is not a benefit of using project management for complex
operational changes?
- A.It provides a clear, agreed statement of the benefits to be delivered by the project.
- B.Project management would be funded by service transition and the project office, thus providing cost savings to service operation.
- C.It gives greater visibility of tasks and their management, which enables other IT groups and the business to understand the contributions made by operational teams. This helps in obtaining funding for projects that have traditionally been difficult to cost justify.
- D.It provides greater consistency and improved quality of the deliverables.
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Adopting project management does not mean that service operation does not have to fund the change. All other answers are benefits of using project management. |
|
|
||||||||||||||||||||||||||||
