Service approach in information technology management

Ready-made answers to the test Service approach to information technology management.
Educational institution: SYNERGY, MY, MIT.
date - FRESH.
The result is 90-100 points.
Examples of questions are below, there is also a demo file of the Service Approach in Information Technology Management test itself.

Questions:
The change management option that can be included in a release, and how it can be deployed, is...
medium release;
contact release;
delta release;
full release;
package release;
software release;


Implementing a capacity management process in IT prevents…
frequent use of backup;
carrying out power changes randomly;
introduction of unnecessary investments;
purchase of hardware with excess capacity;

there are limitations in the operation of the virtual service desk, such as ...
the need for the physical presence of a technician;
that data entry is carried out in a single language acceptable to all;
communication through a single point of contact;
the need for the physical presence of an equipment replacement engineer;

The benefits of implementing configuration and change management processes are…
increasing the risks associated with the timely implementation of the project with the planned resources;
compliance with quality standards of development and maintenance processes;
opportunities for the company to quickly respond to emergency situations and project delays;
accumulation of statistical information on projects;
well-established interaction between testers, developers and analysts, in transparent project management;

allocate ... releases
identification;
significant;
small software;
tactical;

Configuration status tracking and reporting activities include...
ensuring the availability of status information throughout the life cycle of the service;
documentation of CI changes from acceptance to decommissioning;
verification of an electronic document;
reducing the risk of incidents and known errors through testing and implementation control;
ensuring that basic configurations are properly documented;


a detailed description of the problem contains information ...
about the user;
about the customer;
about the service;
about the equipment;
about the time and date of the beginning of the formation of the record;
about documenting the sampling criteria;

to evaluate the performance of the performance indicators process, indicators such as ...
the number of resolved incidents per workplace or per Service Desk employee;
average incident resolution time;
time limit for visiting users on the site;
average cost of verification support;
percentage of incidents resolved by first line support;
calculation of the proportion of unresolved incidents;

itil recommends the allocation of such categories of costs for the provision of IT services as ...
hardware and software costs;
the costs of introducing innovations in IT services;
personnel costs;
information and consulting costs;
investment attraction costs;
accommodation costs;


Outsourcing contracts vary considerably in terms of…
costs;
consumption;
ownership of hardware and software;
asset optimization;
prices for IT services;
degree of business partnership with the supplier;


The purpose of the Service Level Management process is...
identification of business-critical IT services;
analysis and forecast of the development of the IT infrastructure of the enterprise;
harmonization of the specified requirements for the composition and parameters of IT services and the amount of resources provided to the IT service;
inventory of IT resources;

The objective of the Availability Management process is...
business continuity support;
identify business requirements for availability and implement these requirements in the IT infrastructure and maintenance organization;
preparation of proposals f