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Review
Question 1 of 50
1. Question
Which of the following statement about the service owner is INCORRECT?
Correct
The service owner is accountable for the overall design, performance, integration, improvement, and management of a single service.
Incorrect
The service owner is accountable for the overall design, performance, integration, improvement, and management of a single service.
Unattempted
The service owner is accountable for the overall design, performance, integration, improvement, and management of a single service.
Question 2 of 50
2. Question
Which is the correct definition of a customer-facing service?
Correct
Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly. It generally supports the business processes of the customer directly.
Incorrect
Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly. It generally supports the business processes of the customer directly.
Unattempted
Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly. It generally supports the business processes of the customer directly.
Question 3 of 50
3. Question
Which one of the following is an objective of release and deployment management?
Correct
Release and Deployment Management would focus more exclusively on deployment/release logistics and testing. Release should occur once an agreed upon deployment plan has been established with customers and stakeholders.
Incorrect
Release and Deployment Management would focus more exclusively on deployment/release logistics and testing. Release should occur once an agreed upon deployment plan has been established with customers and stakeholders.
Unattempted
Release and Deployment Management would focus more exclusively on deployment/release logistics and testing. Release should occur once an agreed upon deployment plan has been established with customers and stakeholders.
Question 4 of 50
4. Question
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
Correct
Since ITIL is a public framework, it is well-documented, tested across a wide variety of organizations, and overall is easier to implement.
Incorrect
Since ITIL is a public framework, it is well-documented, tested across a wide variety of organizations, and overall is easier to implement.
Unattempted
Since ITIL is a public framework, it is well-documented, tested across a wide variety of organizations, and overall is easier to implement.
Question 5 of 50
5. Question
When can a known error record be raised or elevated?
Correct
A Known Error record is one that has a identified underlying cause and a workaround. It can be elevated or raised any time it would be useful to do so, or after a workaround has been found.
Incorrect
A Known Error record is one that has a identified underlying cause and a workaround. It can be elevated or raised any time it would be useful to do so, or after a workaround has been found.
Unattempted
A Known Error record is one that has a identified underlying cause and a workaround. It can be elevated or raised any time it would be useful to do so, or after a workaround has been found.
Question 6 of 50
6. Question
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
Correct
Availability is defined as the ability of a system, service, or configuration item (CI) to perform its function, when required.
Incorrect
Availability is defined as the ability of a system, service, or configuration item (CI) to perform its function, when required.
Unattempted
Availability is defined as the ability of a system, service, or configuration item (CI) to perform its function, when required.
Question 7 of 50
7. Question
What is the result of carrying out an activity, following a process or delivering an IT service known as?
Correct
An outcome is the results of carrying out an activity, following a process, or delivery an IT service. This is the intended or actual result.
Incorrect
An outcome is the results of carrying out an activity, following a process, or delivery an IT service. This is the intended or actual result.
Unattempted
An outcome is the results of carrying out an activity, following a process, or delivery an IT service. This is the intended or actual result.
Question 8 of 50
8. Question
Which function or process would provide staff to monitor events in an operation’s bridge or network operations center?
Correct
IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: Operations Control and Facilities Management.
Incorrect
IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: Operations Control and Facilities Management.
Unattempted
IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: Operations Control and Facilities Management.
Question 9 of 50
9. Question
What would be used to communicate a high-level description of a major change that involved significant cost and risk to the organization?
Correct
A request for change is the formal change proposal used by an organization. The change proposal communicates a high-level description of a desired major change that might have significant cost and risk to the organization.
Incorrect
A request for change is the formal change proposal used by an organization. The change proposal communicates a high-level description of a desired major change that might have significant cost and risk to the organization.
Unattempted
A request for change is the formal change proposal used by an organization. The change proposal communicates a high-level description of a desired major change that might have significant cost and risk to the organization.
Question 10 of 50
10. Question
Which one of the following activities are carried out during the “Where do we want to be?” step of the Continual Service Improvement (CSI) approach?
Correct
Metrics are useful in determining where you currently are, and determining where you want to be, in terms of service levels during the Continual Service Improvement (CSI) phase.
Incorrect
Metrics are useful in determining where you currently are, and determining where you want to be, in terms of service levels during the Continual Service Improvement (CSI) phase.
Unattempted
Metrics are useful in determining where you currently are, and determining where you want to be, in terms of service levels during the Continual Service Improvement (CSI) phase.
Question 11 of 50
11. Question
Which one of the following activities is NOT part of the Deming Cycle?
Correct
The Deming Cycle consists of Plan, Do, Check, and Act.
Incorrect
The Deming Cycle consists of Plan, Do, Check, and Act.
Unattempted
The Deming Cycle consists of Plan, Do, Check, and Act.
Question 12 of 50
12. Question
What is concerned with policy and direction?
Correct
Governance is concerned with policy and direction, and ensures we focus on conformance and compliance, especially compliance to legislative requirements like Sarbanes-Oxley, Freedom of Information, Data Protection, etc.
Incorrect
Governance is concerned with policy and direction, and ensures we focus on conformance and compliance, especially compliance to legislative requirements like Sarbanes-Oxley, Freedom of Information, Data Protection, etc.
Unattempted
Governance is concerned with policy and direction, and ensures we focus on conformance and compliance, especially compliance to legislative requirements like Sarbanes-Oxley, Freedom of Information, Data Protection, etc.
Question 13 of 50
13. Question
Which statement should NOT be part of the value proposition for Service Design?
Correct
It is not the responsibility of Service Design to determine if a better balance of technical skills could support the live services. Supportability for live services rests with the Service Transition and Service Operations teams.
Incorrect
It is not the responsibility of Service Design to determine if a better balance of technical skills could support the live services. Supportability for live services rests with the Service Transition and Service Operations teams.
Unattempted
It is not the responsibility of Service Design to determine if a better balance of technical skills could support the live services. Supportability for live services rests with the Service Transition and Service Operations teams.
Question 14 of 50
14. Question
Which of the following is NOT one of the five individual aspects of service design?
Correct
The design of market spaces is part of Service Strategy, not Service Design.
Incorrect
The design of market spaces is part of Service Strategy, not Service Design.
Unattempted
The design of market spaces is part of Service Strategy, not Service Design.
Question 15 of 50
15. Question
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Correct
The Service Design Package (SDP) is the “blueprint” passed from Design to Transition. It provides detailed requirements and plans for operating the new or changed service in the live environment and for the continual service improvement of the service.
Incorrect
The Service Design Package (SDP) is the “blueprint” passed from Design to Transition. It provides detailed requirements and plans for operating the new or changed service in the live environment and for the continual service improvement of the service.
Unattempted
The Service Design Package (SDP) is the “blueprint” passed from Design to Transition. It provides detailed requirements and plans for operating the new or changed service in the live environment and for the continual service improvement of the service.
Question 16 of 50
16. Question
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Correct
The Change Advisory Board or CAB is a group of experts convened by the Change Manager to advise on the approval/rejection and planning for a specific change. The membership of the CAB usually varies with the change under consideration.
Incorrect
The Change Advisory Board or CAB is a group of experts convened by the Change Manager to advise on the approval/rejection and planning for a specific change. The membership of the CAB usually varies with the change under consideration.
Unattempted
The Change Advisory Board or CAB is a group of experts convened by the Change Manager to advise on the approval/rejection and planning for a specific change. The membership of the CAB usually varies with the change under consideration.
Question 17 of 50
17. Question
Which statement is CORRECT?
Correct
The Configuration Management System is the controlled repository and interfaces for management of information concerning items under configuration control (Configuration Items). It is part of the Knowledge Management System.
Incorrect
The Configuration Management System is the controlled repository and interfaces for management of information concerning items under configuration control (Configuration Items). It is part of the Knowledge Management System.
Unattempted
The Configuration Management System is the controlled repository and interfaces for management of information concerning items under configuration control (Configuration Items). It is part of the Knowledge Management System.
Question 18 of 50
18. Question
Which of these statements about resources and capabilities is CORRECT?
Correct
Resources are raw materials which contribute to a service, such as money, equipment, time, staff, etc. Capabilities are specialized skills or abilities an organization applies to resources in order to create value. Both are a type of service asset.
Incorrect
Resources are raw materials which contribute to a service, such as money, equipment, time, staff, etc. Capabilities are specialized skills or abilities an organization applies to resources in order to create value. Both are a type of service asset.
Unattempted
Resources are raw materials which contribute to a service, such as money, equipment, time, staff, etc. Capabilities are specialized skills or abilities an organization applies to resources in order to create value. Both are a type of service asset.
Question 19 of 50
19. Question
Which of the following is an enabler of best practice?
Correct
Standards, academic research, and internal experience can be good sources of best practices, but technology is an enable of best practices!
Incorrect
Standards, academic research, and internal experience can be good sources of best practices, but technology is an enable of best practices!
Unattempted
Standards, academic research, and internal experience can be good sources of best practices, but technology is an enable of best practices!
Question 20 of 50
20. Question
At which stage of the lifecycle is value creation a driving principle?
Correct
Service Strategy is about the selection of services a Service Provider will offer to customers. This is focused on determining how best to provide value to a service provider’s customers.
Incorrect
Service Strategy is about the selection of services a Service Provider will offer to customers. This is focused on determining how best to provide value to a service provider’s customers.
Unattempted
Service Strategy is about the selection of services a Service Provider will offer to customers. This is focused on determining how best to provide value to a service provider’s customers.
Question 21 of 50
21. Question
Which process will regularly analyze incident data to identify discernible trends?
Correct
Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents.
Incorrect
Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents.
Unattempted
Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents.
Question 22 of 50
22. Question
Which of the following are NOT objectives of service level management?
Correct
Service Level Management is the process charged with securing and managing agreements between customers and the service provider regarding the levels of performance (utility) and levels of reliability (warranty) associated with specific services.
Incorrect
Service Level Management is the process charged with securing and managing agreements between customers and the service provider regarding the levels of performance (utility) and levels of reliability (warranty) associated with specific services.
Unattempted
Service Level Management is the process charged with securing and managing agreements between customers and the service provider regarding the levels of performance (utility) and levels of reliability (warranty) associated with specific services.
Question 23 of 50
23. Question
What does NOT need to be defined as part of EVERY process?
Correct
Functions are self-contained subsets of an organization that are intended to accomplish specific tasks. They are not required for EVERY process.
Incorrect
Functions are self-contained subsets of an organization that are intended to accomplish specific tasks. They are not required for EVERY process.
Unattempted
Functions are self-contained subsets of an organization that are intended to accomplish specific tasks. They are not required for EVERY process.
Question 24 of 50
24. Question
Service design emphasizes the importance of the “Four Ps”. These “Four Ps” include Partners, People, Processes and one other “P”. Which of the following is the additional “P”?
Correct
People, processes, products, and partners are the Four P’s of service design.
Incorrect
People, processes, products, and partners are the Four P’s of service design.
Unattempted
People, processes, products, and partners are the Four P’s of service design.
Question 25 of 50
25. Question
Which of the following is the BEST definition of IT service management?
Correct
Service Management is a set of specialized capabilities for delivering value to customers in the form of services. ITIL® is a framework for IT Service Management.
Incorrect
Service Management is a set of specialized capabilities for delivering value to customers in the form of services. ITIL® is a framework for IT Service Management.
Unattempted
Service Management is a set of specialized capabilities for delivering value to customers in the form of services. ITIL® is a framework for IT Service Management.
Question 26 of 50
26. Question
Which one of the following is NOT part of the service design stage of the service lifecycle?
Correct
Incorrect
Unattempted
Question 27 of 50
27. Question
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Correct
Stakeholders can be customers, users, or even suppliers. Everyone working within every type of service provider is a possible stakeholder.
Incorrect
Stakeholders can be customers, users, or even suppliers. Everyone working within every type of service provider is a possible stakeholder.
Unattempted
Stakeholders can be customers, users, or even suppliers. Everyone working within every type of service provider is a possible stakeholder.
Question 28 of 50
28. Question
Which one of the following do major incidents require?
Correct
Many organizations have ready=prepared plans to handle major incidents that include separate procedures.
Incorrect
Many organizations have ready=prepared plans to handle major incidents that include separate procedures.
Unattempted
Many organizations have ready=prepared plans to handle major incidents that include separate procedures.
Question 29 of 50
29. Question
Which process would be used to compare the value that newer services have offered over those they have replaced?
Correct
Service Portfolio Management process is concerned with management of the information concerning services in the Service Portfolio. It organizes the process by which services are identified, described, evaluated, selected, and chartered.
Incorrect
Service Portfolio Management process is concerned with management of the information concerning services in the Service Portfolio. It organizes the process by which services are identified, described, evaluated, selected, and chartered.
Unattempted
Service Portfolio Management process is concerned with management of the information concerning services in the Service Portfolio. It organizes the process by which services are identified, described, evaluated, selected, and chartered.
Question 30 of 50
30. Question
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Correct
Service Operations includes the following processes: Incident Management, Problem Management, Event Management, Service Request Fulfillment, and Access Management.
Incorrect
Service Operations includes the following processes: Incident Management, Problem Management, Event Management, Service Request Fulfillment, and Access Management.
Unattempted
Service Operations includes the following processes: Incident Management, Problem Management, Event Management, Service Request Fulfillment, and Access Management.
Question 31 of 50
31. Question
Which of the following IS NOT managed by facilities management?
Correct
Facilities Management is concerned with maintenance of the facilities which house IT operations, e.g. data centers, call centers, development facilities, etc. Its areas of responsibility including HVAC, Fire suppression, Facilities accesses, and power.
Incorrect
Facilities Management is concerned with maintenance of the facilities which house IT operations, e.g. data centers, call centers, development facilities, etc. Its areas of responsibility including HVAC, Fire suppression, Facilities accesses, and power.
Unattempted
Facilities Management is concerned with maintenance of the facilities which house IT operations, e.g. data centers, call centers, development facilities, etc. Its areas of responsibility including HVAC, Fire suppression, Facilities accesses, and power.
Question 32 of 50
32. Question
Which of the following is service transition planning and support NOT responsible for?
Correct
Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. Service Transition Planning is the process that oversees this lifecycle phase.
Incorrect
Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. Service Transition Planning is the process that oversees this lifecycle phase.
Unattempted
Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. Service Transition Planning is the process that oversees this lifecycle phase.
Question 33 of 50
33. Question
What is the BEST definition of the term ‘service management’?
Correct
The definition of ‘service management’ is a set of specialized organizational capabilities for providing value to customers in the form of services.
Incorrect
The definition of ‘service management’ is a set of specialized organizational capabilities for providing value to customers in the form of services.
Unattempted
The definition of ‘service management’ is a set of specialized organizational capabilities for providing value to customers in the form of services.
Question 34 of 50
34. Question
Which of the following is it the responsibility of supplier management to negotiate and agree?
Correct
Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management handles supplier evaluation, contract negotiations, performance reviews, renewals and terminations.
Incorrect
Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management handles supplier evaluation, contract negotiations, performance reviews, renewals and terminations.
Unattempted
Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management handles supplier evaluation, contract negotiations, performance reviews, renewals and terminations.
Question 35 of 50
35. Question
What BEST describes the purpose of access management?
Correct
Access Management process is charged with providing authorized parties with access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.
Incorrect
Access Management process is charged with providing authorized parties with access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.
Unattempted
Access Management process is charged with providing authorized parties with access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.
Question 36 of 50
36. Question
A Service Design Package (SDP) would NOT normally be produced for which of the following?
Correct
Incorrect
Unattempted
Question 37 of 50
37. Question
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
Correct
Business Relationship Management is concerned with the relations at a high management level between service provider and the customer.
Incorrect
Business Relationship Management is concerned with the relations at a high management level between service provider and the customer.
Unattempted
Business Relationship Management is concerned with the relations at a high management level between service provider and the customer.
Question 38 of 50
38. Question
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of “the four Ps.” What are these four Ps?
Correct
People (Human resources), Processes (Service Management Processes), Products (Technology and other infrastructure), and Partners (Third-parties) which support the service.
Incorrect
People (Human resources), Processes (Service Management Processes), Products (Technology and other infrastructure), and Partners (Third-parties) which support the service.
Unattempted
People (Human resources), Processes (Service Management Processes), Products (Technology and other infrastructure), and Partners (Third-parties) which support the service.
Question 39 of 50
39. Question
Which of the following are types of service are NOT defined in ITIL?
Correct
ITIL covers three types of services: core, enabling, and enhancing.
Incorrect
ITIL covers three types of services: core, enabling, and enhancing.
Unattempted
ITIL covers three types of services: core, enabling, and enhancing.
Question 40 of 50
40. Question
In terms of adding value to the business, which one of the following describes service operation’s contribution?
Correct
During Service Operation, the importance and criticality of communication is especially important. It is during this time that customers must see and realize the value received from the given service.
Incorrect
During Service Operation, the importance and criticality of communication is especially important. It is during this time that customers must see and realize the value received from the given service.
Unattempted
During Service Operation, the importance and criticality of communication is especially important. It is during this time that customers must see and realize the value received from the given service.
Question 41 of 50
41. Question
Which statement about the service portfolio is TRUE?
Correct
The Service Portfolio is the entire set of services under management by a Service Provider. It consists of three major parts: Service Pipeline, Service Catalog, and Retired Services.
Incorrect
The Service Portfolio is the entire set of services under management by a Service Provider. It consists of three major parts: Service Pipeline, Service Catalog, and Retired Services.
Unattempted
The Service Portfolio is the entire set of services under management by a Service Provider. It consists of three major parts: Service Pipeline, Service Catalog, and Retired Services.
Question 42 of 50
42. Question
What are the categories of event described in the ITIL Service Operation book?
Correct
Events are listed as three basic types: information (no action required), warning (approaching a threshold), or exception (exceeded a threshold).
Incorrect
Events are listed as three basic types: information (no action required), warning (approaching a threshold), or exception (exceeded a threshold).
Unattempted
Events are listed as three basic types: information (no action required), warning (approaching a threshold), or exception (exceeded a threshold).
Question 43 of 50
43. Question
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
Correct
Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. The Service Catalog Management process is included within the Service Design phase.
Incorrect
Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. The Service Catalog Management process is included within the Service Design phase.
Unattempted
Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. The Service Catalog Management process is included within the Service Design phase.
Question 44 of 50
44. Question
Where should details of a workaround be documented?
Correct
The Problem Record would exist in the Known Error Database (KEDB), and it would be updated with a workaround once the error becomes a “known error”.
Incorrect
The Problem Record would exist in the Known Error Database (KEDB), and it would be updated with a workaround once the error becomes a “known error”.
Unattempted
The Problem Record would exist in the Known Error Database (KEDB), and it would be updated with a workaround once the error becomes a “known error”.
Question 45 of 50
45. Question
Which one of the following do technology metrics measure?
Correct
Technology metrics are component-based or application-based metrics, such as server availability and application performance. These are usually easy to obtain and come as part of a standard package.
Incorrect
Technology metrics are component-based or application-based metrics, such as server availability and application performance. These are usually easy to obtain and come as part of a standard package.
Unattempted
Technology metrics are component-based or application-based metrics, such as server availability and application performance. These are usually easy to obtain and come as part of a standard package.
Question 46 of 50
46. Question
Which of the following are basic concepts used in access management?
Correct
The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy. This includes things like rights, access, identity, services, etc.
Incorrect
The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy. This includes things like rights, access, identity, services, etc.
Unattempted
The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy. This includes things like rights, access, identity, services, etc.
Question 47 of 50
47. Question
What is the name of the group that should review changes that must be implemented faster than the normal change process?
Correct
In most environments, Emergency Changes are those which cannot be foreseen and which unless addressed quickly put the environment at high risk of impact. Emergency Changes are reviewed by the Emergency Change Advisory Board (ECAB).
Incorrect
In most environments, Emergency Changes are those which cannot be foreseen and which unless addressed quickly put the environment at high risk of impact. Emergency Changes are reviewed by the Emergency Change Advisory Board (ECAB).
Unattempted
In most environments, Emergency Changes are those which cannot be foreseen and which unless addressed quickly put the environment at high risk of impact. Emergency Changes are reviewed by the Emergency Change Advisory Board (ECAB).
Question 48 of 50
48. Question
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
Correct
Configuration Baseline refers to the documented and validated configuration of a component, system, service, etc. and is used to provide a roll-back point useful in managing risk around changes in the environment.
Incorrect
Configuration Baseline refers to the documented and validated configuration of a component, system, service, etc. and is used to provide a roll-back point useful in managing risk around changes in the environment.
Unattempted
Configuration Baseline refers to the documented and validated configuration of a component, system, service, etc. and is used to provide a roll-back point useful in managing risk around changes in the environment.
Question 49 of 50
49. Question
What BEST describes hierarchic escalation?
Correct
Hierarchic escalation occurs, if necessary, by forwarding the incident to the appropriate handling group in the organizational struccture. (Example: Going from Tier 1 to Tier 2 support.)
Incorrect
Hierarchic escalation occurs, if necessary, by forwarding the incident to the appropriate handling group in the organizational struccture. (Example: Going from Tier 1 to Tier 2 support.)
Unattempted
Hierarchic escalation occurs, if necessary, by forwarding the incident to the appropriate handling group in the organizational struccture. (Example: Going from Tier 1 to Tier 2 support.)
Question 50 of 50
50. Question
Which types of communication would the functions within service operation use?
Correct
All of these options are useful forms of communication during the service operaitons phase of the lifecycle.
Incorrect
All of these options are useful forms of communication during the service operaitons phase of the lifecycle.
Unattempted
All of these options are useful forms of communication during the service operaitons phase of the lifecycle.
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