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10 Cards in this Set

  • Front
  • Back
In ITIL terms a "release" is described as?

a) A collection of authorised Changes to an IT service
b) Change that has been authorised by the Change Manager
c) Software upgrades delivered by third party suppliers
d) The next version of a software package
a) A collection of authorised Changes to an IT service
Which of the following are potential members of a Change Advisory Board?
1. Customer(s)
2. User group representative(s)
3. Technical Support staff
4. The Change Manager

a) None of the above
b) 1 and 2 only
c) 1, 2 and 3
d) All of the above
d) All of the above
Which Incidents should be logged by the Service Desk?

a) Only Incidents not resolved at by the desk when the user calls
b) Only Incidents from important customers
c) Every phone call
d) All Incidents
d) All Incidents
Implementing ITIL processes should deliver which of the following benefits?
1. Improved quality of service
2. A clearer view of the current IT capability
3. Enhanced customer satisfaction
4. Improved motivation of IT staff

a) They are all benefits
b) 1, 2 and 3
c) 1 and 2 only
d) 1 and 3 only
b) 1, 2 and 3
Which of the following data is monitored by the Capacity Manager?

a) Asset depreciation
b) TCO for each individual component
c) CPU utilisation
d) MTBF for each individual component
c) CPU utilisation
What is the primary goal in dealing with an Incident?

a) To trace the cause of an Incident as soon as possible
b) To redirect this Incident to the appropriate specialists as soon as possible
c) To restore normal service operation as soon as possible
d) To register the Incident as soon as possible
c) To restore normal service operation as soon as possible
Reliability and Serviceability are terms from which Service Management process?

a) Capacity Management
b) IT Service Continuity Management
c) Service Level Management
d) Availability Management
a) Capacity Management
Which of the following statements is correct?

a) Error assessment is one of the Change Management activities
b) Error assessment is one of the Problem Control activities
c) Error assessment is one of the Error Control activities
d) Error assessment is performed by the Service Desk
c) Error assessment is one of the Error Control activities
Which one of the following is NOT a Capacity Management technique?

a) Analytical Modelling
b) Simulation Modelling
c) Process Analysis
d) Demand Management
a) Analytical Modelling
Education, Change Management and Assurance all form part of which ITSCM stage?

a) Implementation
b) Initiation
c) Requirements and Strategy
d) Operational Management
d) Operational Management