Question 1hardmultiple choice
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Refer to the exhibit. Incident Report: Incident ID: INC-001 Service: Email Service Priority: High Status: Resolved Resolution: Restarted mail server; root cause not identified Problem Record: Problem ID: PRB-001 Incident(s): INC-001, INC-002, INC-003 Status: Under Investigation Root Cause: Pending Workaround: None
Refer to the exhibit. Service Level Agreement (SLA) excerpt: Service: Online Banking Availability Target: 99.9% uptime per month Response Time: 95% of transactions under 2 seconds Monthly Report: Uptime: 99.95% Transactions under 2 seconds: 93% Incident Record: INC-456 Description: Slow transaction processing on March 15 Priority: Medium Status: Closed
Refer to the exhibit. Configuration item: WebServer01 Status: Active Category: Software Location: Datacenter A Relationships: - Is connected to: NetworkSwitch03 - Runs on: VirtualHost01 - Is used by: Application: OrderApp Change order: CHG00123 Requested by: John.Smith Change authority: IT Manager Justification: Upgrade OS to patch security vulnerability Risk level: Low Status: Approved
Drag a concept onto its matching description — or click a concept then click the description.
Accountable for the delivery of a specific service
Accountable for the design and performance of a process
Authorizes changes according to the change authority matrix
Manages the service desk team and operations
Drives problem identification and root cause analysis
Drag steps to the numbered slots on the right, or tap a step then tap a slot.