CNET 2390 Final
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Questions and Answers

What is an asset in the context of ITIL Service Strategy?

  • Any resource or capability that contributes to the delivery of a service (correct)
  • A specific component of an IT service
  • A proven activity or process used by multiple organizations
  • A snapshot used as a reference point

    • What is a business unit in the context of ITIL?

  • A segment of the IT department
  • A proven activity or process used by multiple organizations
  • A segment of the business that has its own plans, metrics, income and costs (correct)
  • A specific IT service or configuration item

    • What is a baseline in the context of ITIL?

  • A snapshot used as a reference point (correct)
  • A proven activity or process used by multiple organizations
  • A specific component of an IT service
  • A business process that contributes to the delivery of a product or service

    • What is the primary purpose of a Change Advisory Board?

    <p>To support the assessment, prioritization, authorization and scheduling of changes</p> Signup and view all the answers

    What is a Change Proposal?

    <p>A document that includes a high level description of a potential service introduction or significant change</p> Signup and view all the answers

    What is the purpose of a Charter?

    <p>To create a document that contains details of a new service, a significant change or other significant project</p> Signup and view all the answers

    What is an event in ITIL?

    <p>A change of state that has significance for the management of an IT service or other configuration item</p> Signup and view all the answers

    What is a function in ITIL?

    <p>A team or group of people and the tools or other resources they use to carry out one or more processes or activities</p> Signup and view all the answers

    What does governance ensure in ITIL?

    <p>That policies and strategy are actually implemented</p> Signup and view all the answers

    What is the purpose of a Definitive Media Library (DML)?

    <p>To store authorized versions of software configuration items</p> Signup and view all the answers

    What is a key characteristic of a process?

    <p>It is a set of structured activities designed to achieve a specific objective</p> Signup and view all the answers

    What is reliability in the context of ITIL?

    <p>A measure of how long an IT service can perform its agreed function without interruption</p> Signup and view all the answers

    What is the main function of Remote Monitoring and Management (RMM) software?

    <p>To remotely monitor and manage multiple computer systems and networks</p> Signup and view all the answers

    What is one of the benefits of using Remote Monitoring and Management (RMM) software?

    <p>Increased productivity through automation of routine tasks</p> Signup and view all the answers

    What is a key benefit of using a ticketing system such as osTicket for customer support?

    <p>Improved customer satisfaction</p> Signup and view all the answers

    What is the primary purpose of calculating MTTR in reliability engineering and maintenance management?

    <p>To identify areas for improvement in the repair process and optimize maintenance strategies</p> Signup and view all the answers

    What is the primary focus of the Mean Time Between Failures (MTBF) metric?

    <p>The average time between failures of a system or component during its operation</p> Signup and view all the answers

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