SP Service Provider Fundamentals 2

Question 1

What metric measures the percentage of time a service is operational and available to users?

Accepted Answer

Uptime percentage

Answer

MTTR

Answer

MTBF

Answer

Throughput

Question 2

Which framework is most widely adopted for IT service management best practices?

Accepted Answer

ITIL

Answer

COBIT

Answer

ISO 27001

Answer

NIST CSF

Question 3

What is a 'service catalog' in the context of a service provider?

Accepted Answer

A documented list of services offered to customers

Answer

A list of all hardware inventory

Answer

A log of all service outages

Answer

A directory of vendor contacts

Question 4

What is the purpose of a 'runbook' in service provider operations?

Accepted Answer

Document step-by-step procedures for routine tasks and incident response

Answer

Track employee performance reviews

Answer

Store billing records

Answer

Log customer complaints

Question 5

Mean Time to Repair (MTTR) measures what in a service provider context?

Accepted Answer

Average time taken to restore a service after failure

Answer

Average time between failures

Answer

Monthly throughput rate

Answer

Maximum tolerable recovery time

Question 6

Which concept describes the practice of separating customer environments on shared infrastructure?

Accepted Answer

Multi-tenancy

Answer

Redundancy

Answer

Load balancing

Answer

Failover