03 ITSM/AVM Questions

Unidentified risks can snowball into _______________

All are capacity management objectives except:

Below statements are part of change request activities except:

_____ maintains balance between customer requirement and supply chains capabilities

What are the three types of changes in the ITIL world?

What is least likely to be done by L3 Support:

____ is the demand for the finished products.

Which one of the following is NOT an aim of the change management process?

Change request typically originates from one of these except:

Which one is NOT Services rendered by L4 Support?

Which one is not the Benefits Configuration Managements?

Of the three types of changes in Service Transition which doesn’t belong

Which of the following services is not included in Master services in a catalog?

Which of the following is a demand management process?

Any work done to an application after it is in operation is considered as ____________.

The primary objective of this service is to identify applications that are redundant

Which of this is not a part of the AVM lifecycle phase

Name the process which is not a part of service operation?

The objective of AVM SBU (Strategic Business Unit) Model is:

L2 Support is the 3^rd level for reporting an incident.

The Scenario Application Server Crashed is best qualify for an _______ in typical Service Mgmt.

Service based delivery means In scope and out of scope is clearly demarcated

All of these objectives are primary to capacity management except:

Service Operation is the only lifecycle phase in which value is actually realized by customers.

For the activities involved in AVM which is not one of them

Foreseeing an undesirable event that can occur in a project:

The two key concepts of Service Strategy are value creation and service assets.

Service which is not handled across support team by L2 team is

Automation to minimize/nullify the manual effort is:

L3 Support is a high-end incident support

The following are characteristics of Reactive problem management except?

Service mgmt is specialized organizational capability for providing value to ____ as “SERVICES”

Which one of the following is the BEST description of a service level agreement (SLA)?

What type of service desk is most closely related to follow the sun model

What does KEDB stand for

A change request also be referred to as:

Configuration management Activities requires…

Activities of L2 Support team:

L4 support is responsible for…

Production support means ensuring availability & serviceability of client’s business systems:

This L0/L1 service focuses on identified incidents only; where identified errors are available

L1 support is primarily business facing where users always directly contact support

What are the 4 P’s of Service Design

Application Maintenance is crucial since a minor error can have a major impact on the customer.

Technology/ Design Assessment assess the design & _________________

The following are common terminologies that one would expect to see in a SLA agreement except:

IT service managers standardize the way hardware & software are introduced through…

Which of the following Phases is NOT included in the AVM Life-cycle?