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 (A)</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 (D)</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 (A)</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 (A)</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 (B)</p> Signup and view all the answers

What does governance ensure in ITIL?

<p>That policies and strategy are actually implemented (A)</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 (D)</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 (B)</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 (A)</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 (C)</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 (C)</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 (A)</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 (B)</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 (D)</p> Signup and view all the answers

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