MS 101 Answers Arranged Essay

4597 WordsNov 21, 201419 Pages
True / False 1. In event notification, a device is interrogated by a management tool, which collects certain targeted data. This is called polling True 1. Failed CI cannot be called as incident if service performance does not degrade False 2. As per ITIL, a ‘problem’ is defined as the case of one or more incidents True 1. Failure of a Configuration Item not resulting in disruption of service is also called as an incident True 2. Utility and Warranty can be explained as Increases performance average and Reduces performance variation True 3. Improvement cannot be achieved without clear and unambiguous accountabilities True 4. Release Window is same as Change Window True 5. Release Management should update KEDB for all error which is…show more content…
The cash registers in a supermarket experience network disruptions daily between 4 p.m. and 6 p.m. Which ITIL process is responsible for solving these difficulties on a structural basis? Problem Management 16. Which of the following is a benefit of using ITIL? That the quality and the costs of the IT services can be controlled more efficiently All the above / Both of them 17. Effectiveness and Efficiency is the driver in every facet of the service operations, which of the following statement is true – 1. A measure of whether the objective has been achieved is called effectiveness, 2. A measure of whether right amount of resources has been used to deliver an output is called efficiency Both 1 and 2 are correct 18. In the context of service operations managing day to day activities, which of the following statement is true – 1. Functions are logical concept covering people and technology to perform tasks from a defined process on an ongoing basis, 2. Departments are the formal organization formed to perform task from predefined process on an ongoing basis Statements 1 and 2 are correct 19. Which of the following aspects of Service Management would be included in the scope of Event Management? All of the above 20. Which statements about the Service Knowledge Management System (SKMS) are CORRECT? All of the above 21. Significance of the events can be categorized as: All of the above 22. Incidents can be logged by All of the above 23. In Service Transition phase, Problem

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