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IT Service Management and Systems Audit

Which of the following is a document in which an IT service provider collects the list of IT services that users can choose and use, together with the description of each, its conditions of use, its standard service levels and how to request it or make inquiries?

  1. AService catalogue
  2. BConfiguration management database (CMDB)
  3. CRecord of known errors
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Answer: A. Service catalogue

A service catalogue describes, in terms users can understand, the list of IT services currently offered, their content, conditions of use, standard service levels, how to request them and so on. Users look at the catalogue to choose and request the services they need, and the provider concludes SLAs (service level agreements) based on it. A CMDB manages information about the equipment and software that make up services, and a record of known errors records problems whose causes or workarounds are known.

  • A. Correct. It collects the list of services offered, their content, conditions of use and so on.
  • B. It is a database that manages the configuration items that make up services, such as hardware and software, and their relationships.
  • C. It records problems whose root cause or workaround is known; it is not a list of services.
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More IT Service Management and Systems Audit questions

  1. To achieve the service levels promised to users in an SLA, an IT service provider agrees with the network operations department and other departments within the same organization on the content and level of the work each is responsible for. Which of the following is this agreement?
  2. Which of the following is the most appropriate service level item to agree on with users in the SLA for a company's internal expense reimbursement system?
  3. Which of the following is an appropriate activity of service level management?
  4. The SLA for an internal system sets the service hours as 9:00 to 21:00 on weekdays (12 hours a day) and requires availability during service hours (the fraction of service hours during which the system was in operation) of at least 99.5%. Take a month as having 20 weekdays, and do not count outages outside service hours. Which of the following is the upper limit on the total outage time allowed within service hours in a month?
  5. The SLA for a cloud service defines monthly availability = (scheduled service time − outage time due to failures) ÷ scheduled service time, where the scheduled service time is the total time in the month minus the time of planned maintenance announced in advance. If the monthly availability is at least 99.9%, there is no refund; if it is at least 99.0% but below 99.9%, 10% of the monthly fee is refunded; and if it is below 99.0%, 30% is refunded. Take a month as 30 days. In one month there were 120 minutes of planned maintenance and a total of 40 minutes of outages due to failures. Which of the following is the refund rate for this month?