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PK 7
PK 7
[A] ERP
[B] EDP
[C] Finance
[D] Higher Mnagement
[E] None of these
(Ans):B
3. Which of the following is not a common standard for service level management?
[A] IEC2000
[B] ISO9000
[C] ISO2000
[D] COBIT
[E] None of these
(Ans):D
9. Understanding customer usage of services and how this varies over time is part of which
process?
[A] Service protofolio Management
[B] Service level management
[C] Component capacity management
[D] Demand management
[E] None of these
(Ans):D
12. Who owns the specific costs and risks assosiated with providing a service?
[A] The service provider
[B] The service level manger
[C] The customer
[D] Resources
[E] None of these
(Ans):A
13. Financial department needs higher security measures is example for which SLA?
[A] Corporate level SLA
[B] Customer level SLA
[C] Service level SLA
14. Which of the following activities is NOT a part of the Deming cycle?
[A] Act
[B] Plan
[C] D o
[D] Coordinate
[E] None of these
(Ans):D
15. E-mail services for a particular department needs encryption and secure backups is
example of:
[A] Corporate level SLA
[B] Customer level SLA
[C] Service level SLA
[D] All of these
[E] None of these
(Ans):C
16. Which stage of the service life cycle is MOST concerned with defining policies
andobjectives?
[A] Service design
[B] Service transition
[C] Service startegy
19. What are the key issues in choosing the measurement process?
[A] Accuracy
[B] Cost
[C] Visibility
[D] All of these