PEOPLECERT >> 58

Which ITIL process is used to restore normal service operation as quickly as possible?

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Which ITIL process is used to restore normal service operation as quickly as possible?Reference: http://www. bmc. com/guides/itil-incident-management. html Question: Which ITIL process is used to restore normal service operation as quickly as possible? Options: Service level management Incident management Problem management Availability management Correct Answer The Correct Answer for this Question is Incident management

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

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Which of the following would be most useful in helping to implement a workaround as quickly as possible? Question: Which of the following would be most useful in helping to implement a workaround as quickly as possible? Options: A capacity database A definitive media library A request for change A known error database Correct Answer … Read more

Which of the following is NOT a valid objective of problem management?

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Which of the following is NOT a valid objective of problem management? Question: Which of the following is NOT a valid objective of problem management? Options: To prevent problems and their resultant Incidents To manage problems throughout their lifecycle To restore service to a user To eliminate recurring incidents Correct Answer The Correct Answer for … Read more

Which one of the following is NOT a characteristic of a process?

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Which one of the following is NOT a characteristic of a process? Question: Which one of the following is NOT a characteristic of a process? Options: It is measureable It delivers specific results It responds to specific events It structure an organization Correct Answer The Correct Answer for this Question is It structure an organization

What is the Service Pipeline?

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What is the Service Pipeline? Question: What is the Service Pipeline? Options: All services that are at a conceptual or development stage All services except those that have been retired All services that are contained within the Service Level Agreement (SLA) All complex multi-user services Correct Answer The Correct Answer for this Question is All … Read more

What larger entity?

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Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity? Question: What larger entity? Options: The Asset Register The Service Knowledge Management System The Known Error Database The Information Management System Correct Answer The Correct Answer for this Question is The Service Knowledge Management System

Which is an outcome of service design?

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Which is an outcome of service design? Question: Which is an outcome of service design? Options: User training and awareness for the service is maximized Services and operational quality are enhanced Standard Services are provided quickly and efficiently across the business Expectations setting of all stakeholders for the services improved Correct Answer The Correct Answer … Read more

What service could include a differentiation as an “excitement factor”?

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What service could include a differentiation as an “excitement factor”? Question: What service could include a differentiation as an “excitement factor”? Options: A core service An enabling service A packaged service An enhancing service Correct Answer The Correct Answer for this Question is An enhancing service

Which of the following questions does the guidance in service strategy help to answer?

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Which of the following questions does the guidance in service strategy help to answer?(1)What services should we offer and to whom?(2)How do we differentiate ourselves from competing alternatives?(3)How do we create value for our customers? Question: Which of the following questions does the guidance in service strategy help to answer? Options: 1 only 2 only … Read more

Which statement about the emergency change advisory board (ECAB) is CORRECT

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Which statement about the emergency change advisory board (ECAB) is CORRECT Question: Which statement about the emergency change advisory board (ECAB) is CORRECT Options: The ECAB considers every high priority request for change (RFC) Amongst the duties of the ECAB is the review of completed emergency changes The ECAB will be used for emergency changes … Read more