Which of the following BEST describes technical management?

1. A. A function responsible for facilities management and building control systems
2. B. A function that provides hardware repair services for technology involved in the delivery of service to customers
3. C. Senior managers responsible for all staff within the technical support function
4. D. A function that includes providing technical expertise and overall management of the IT infrastructure

Correct Answer: D

In which document would you expect to see an overview of actual service achievements against targets?

1. A. Operational level agreement (OLA)
2. B. Capacity plan
3. C. Service level agreement (SLA)
4. D. SLA monitoring chart (SLAM)

Correct Answer: D

Where are the details of core and enhancing service provided?

1. A. The definitive media library.
2. B. The configuration management system.
3. C. The service portfolio.
4. D. The service catalogue.

Correct Answer: C

Which of the following BEST describes a service level agreement (SLA.?

1. A. A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
2. B. A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached
3. C. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise
4. D. An agreement between an IT service provider and another part of the same organization that assists with the provision of services

Correct Answer: A

What are the twoMAJORactivities in problem management?

1. A. Technical and service
2. B. Resource and proactive
3. C. Reactive and technical
4. D. Proactive and reactive

Correct Answer: D