MS 101 Answers Arranged Essay

Decent Essays
True / False
1. In event notification, a device is interrogated by a management tool, which collects certain targeted data. This is called polling
1. Failed CI cannot be called as incident if service performance does not degrade
2. As per ITIL, a ‘problem’ is defined as the case of one or more incidents
1. Failure of a Configuration Item not resulting in disruption of service is also called as an incident
2. Utility and Warranty can be explained as Increases performance average and Reduces performance variation
3. Improvement cannot be achieved without clear and unambiguous accountabilities
4. Release Window is same as Change Window
5. Release Management should update KEDB for all error which is
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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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